Excellence Manager

--iSupport Worldwide--

Join our team!

S/he will ensure the success of all pilot new accounts. S/he will ensure that there is an established operations success cadence, roles are clearly defined, KPIs and scorecards are established, etc. S/he will also ensure that there is a QA process established and available tools to reinforce positive behaviors and lead measures. S/he will also help in ensuring enhancing existing performance (i.e. calls are efficiently handled, clients have adequate FTEs vs Goals, etc.)

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What is your mission?

You will provide the best service to our partner brands by performing these tasks:

NEW CLIENT'S TRANSITION MANAGEMENT  

  • Pilot transition activities such as leadership onboarding, customized training & QA interventions, and process engineering aligned with the identified needs and expectations of the client.  
  • Monitor the implementation of activities identified in the transition of the new account. 
  • Evaluate the effectiveness of the interventions facilitated. 
  • Create dashboards, OPS & QA tools, and databases to ensure standardization of processes, if needed 
  • Facilitate training and coaching, if needed 
  • Prepare and present reports and updates to new client. 

 

CLIENT MANAGEMENT  

  • Establish a strong relationship with the client to ensure the smooth delivery of services. 
  • Partner with Sales and CS to work with the client in aligning the expectations in terms of processes, quality, and competency standards. 
  • Prepare relevant reports and data. 
  • Provide timely updates.  
  • Present the updates of the projects to the clients. 
  • Recommend targeted interventions based on the needs of the account and the workforce.     

 

HYPER-CARE TRANSFORMATION SUPPORT 

  • Provide overall OD and QA support to problematic existing accounts. 
  • Conduct deep-dive analysis to understand the root cause of the concern. 
  • Facilitate data mining, data analysis, and data storytelling.  
  • Recommend effective interventions to address concerns. 
  • Partner with clients in planning and implementation of transformational activities; including but not limited to training, OD, and QA 
  • Monitor the implementation of the identified transformational interventions.
  • Evaluate the effectiveness of the facilitated activities.  

Who are we looking for?

    • Graduate of any 4-year course 
    • 6 years of experience in Operations in a BPO set-up required.  
    • 3 years' experience in Training and QA in a BPO set-up, advantageous  
    • 5 years of experience as a manager 
    • Excellent oral and written communication skills  
    • Has strong data mining and analytics skills.  
    • Advanced skills in Excel
    • Working Knowledge in PowerBI, advantageous 
    • Can build database and QA tools.  
    • Can create processes and policies. 
    • Strong training and/or presentation skills 
    • Has strong organizational and interpersonal skills  
    • Able to multitask. 
    • Has strong problem-solving and project-management skills 
    • Can work with minimal supervision.

Company Perks

Free learning and development courses for your personal and career growth

Comprehensive HMO benefits and insurance since day 1

Dynamic company events

Above-industry salary package and incentives

Opportunities for promotion

Free meals and snacks

Our Values

Worldwide, strongly uphold our values to be of service to our people, our clients, and our community.

We put people first

We consider our people as the foundation of our success.

We strive for excellence

Our commitment to quality ensures that we always do our best.

WE EMBRACE INNOVATION

We stay agile and fast, always looking for ways to solve our clients’ needs.

WE DELIVER DELIGHT

We pride ourselves on helping our clients reach their full potential.

WE CREATE REAL IMPACT

We do things right and we get the job done.