BPO Program/Account Manager (Service Desk)

Responsibilities:

• Collaborate with the program's management team every quarter to prepare for and execute QBRs successfully from the initial meetings to the creation of the presentation, agenda creation and facilitation of all QBR activities.
• Ensure that all takeaways are accomplished from regularly scheduled monthly or weekly business reviews.
• Maintain and strengthen client relationship by championing the client visions-mission, through the implementation of initiated projects/activities, reinforcement and monitoring, of policy infractions, and acting as the main point of contacting for critical client communications on processes and action plans, to protect and advance client objectives.
• Create client-visit agenda, logistical planning on and off site, facilitate activities during the visit, follow through on all activities to complete any unclosed items on the agenda after the visit, and as required/needed by the client.
• Respond regularly to Client Calls-to-Action such as but are not limited to, call-pull requests, request for data, ensuring completion of corrective measures required by the client, and accurate dissemination of product updates.
• Regularly attend client and management meetings, call listening sessions, and calibration sessions.
• Effectively manage situations that require use of judgment to identify, communicate and resolve issues including taking 3rd level and executive escalations whenever applicable.
• Perform ad hoc tasks and lead projects as needed, to meet client expectations and continuously improve site performance.
• Uphold company mission, policies and procedures and serve as role model to team members by modeling the company's values of honesty, trustworthiness, truthfulness, and respect in all actions.

Requirements:

• Candidate must possess a bachelor's degree in business-related field
• Must have at least 3-5+ years of working experience as a manager in a call center/BPO industry specializing in service desk, operations, performance and reporting
• Experience in Microsoft SQL Server, Enterprise Project Management (EPM), IT Infrastructure Management, and Application Support including VoIP, Asterisk, Linux and Microsoft Office applications (Teams, Excel & Word)
• Experience supporting PBX or Hosted PBX is preferred.
• Strong proficiency in using CRM systems, ticketing software, and other program specific tools
• Strong problem-solving skills and customer-centric mindset
• Strong interpersonal skills to foster cooperation among users, support teams and peers
• Additional certification in customer service or technical support is an advantage
• Extensive background in workforce, client and performance management
• Minimum of 3+ years of comprehensive experience in workforce management is required
• Must be able to work autonomously on performance analysis and projects
• Strong leadership skills and ability to perform a wide range of duties
• Strong verbal and written communication skills
• Strong organisational, presentation, interpersonal and consultative skills
• Proficient in creating reports and in using MS Office
• Must be willing to work flexible schedules (including weekends and holidays)
• Must be willing to work onsite in Pasay City