Lead Generation Lead (people management and appointment setting experience) - Manila

ROLE SUMMARY

Our client is seeking a Client Operations Lead who will be responsible for supervising, motivating, and providing effective guidance to team members daily. This role serves as the primary client contact and works closely with the Team Lead to achieve key performance metrics

WORK SCHEDULE: 8:00 AM – 5:00 PM Eastern Daylight Time (8:00 PM – 5:00 AM Philippine Standard Time), follows Philippine holidays

WORK ARRANGEMENT: Remote

ESSENTIAL FUNCTIONS:

• Perform the following team management responsibilities:
• Lead daily stand-up meetings to ensure the team stays focused on objectives and outcomes
• Understand, document, and resolve any escalations or issues from the client
• Monitor and maintain team productivity and quality
• Provide regular performance feedback based on client-established targets
• Collaborate with the DOXA Team Lead to address performance challenges and opportunities
• Perform the following quality assurance-related duties:
• Conduct regular audits of teamwork output and provide actionable feedback
• Analyze performance data and offer recommendations for continuous improvement
• Perform the following reporting tasks:
• Produce daily performance reports, highlighting trends and insights
• Maintain Excel spreadsheets tracking performance metrics (InMail Sent, Accepted Rate, Decline Rate, Response Rate, C1 Booked Per Hour, InMail Sent Per Hour, Percentage of Negative Coaches)
• Oversee day-to-day operations, ensuring smooth workflow and efficient execution
• Coordinate and supervise the daily, weekly, and monthly activities of direct reports (SMEs)
• Identify process gaps and recommend improvements to enhance overall performance

QUALIFICATIONS:

• Bachelor’s degree holder
• Seasoned leader with at least 2 years of people management experience
• Experience in lead generation and appointment setting for international clients is highly preferred
• In-depth knowledge of performance metrics
• In-depth knowledge of project management principles
• Process improvement training is preferred (e.g., Six Sigma, Lean, etc.)
• Strong computer aptitude, which includes expertise with Microsoft 365 applications
• Strong organization, oral, and written communication skills
• Aptitude in data management, analytics, and reporting preparation
• Uncompromising professional standards and integrity