Order Management – Operational Lead

Order Management – Operational Lead

Location: Taguig (Hybrid – McKinley)
Shift: Night Shift (Shifting schedules, including weekends and holidays as required)
Salary: PHP 30,000 – 35,000

Job Overview

We are looking for an experienced Order Management – Operational Lead to oversee daily team operations within a BPO/contact center environment. This role is responsible for driving team performance, meeting KPIs, handling escalations, and ensuring excellent service delivery. The ideal candidate is a strong people leader with proven experience managing performance metrics and coaching team members toward operational excellence.

Key Responsibilities

• Lead and manage a team handling order management processes.
• Monitor and drive team performance to meet KPIs such as AHT, CSAT, QA, and productivity targets.
• Conduct regular coaching sessions, performance reviews, and mentoring activities.
• Handle client escalations and reso...