Team Lead / SME (w/ Client-facing experience) | Hybrid | Makati/BGC | Premium HMO on Day 1!

Job Summary:

The Client Success Coordinator role is ideal for individuals who are passionate about delivering exceptional service, building lasting relationships, and driving positive outcomes for clients and the organization. If you thrive in a fast-paced and dynamic environment and are committed to exceeding client expectations, we encourage you to apply.

• Responsibilities:

• Timekeeping and Payroll -Tracking and monitoring of employee attendance and payroll

• Tracking and Monitoring: Overseeing the accurate tracking and monitoring of employee attendance and payroll records.

Accuracy Maintenance: Ensuring that timesheets and attendance records are meticulously maintained, updated, and reflect any Schedule Adjustment Approvals, Leave Management, Certificate Of Adjustment Approvals, and Overtime approvals.

Dispute Resolution: Serving as the primary point of contact for addressing timekeeping disputes, resolving them efficiently, and maintaining a high level of employee satisfaction.Performance Management Documentation & Coordination-Assist client in creating and documenting Performance KPIs, Evaluations and Corrective Actions.

• Performance Documentation and Coordination: Collaborating with clients to document Performance Key Performance Indicators (KPIs), evaluations, and corrective actions.

Target Setting Support: Assisting Client Services Managers (CSMs) and clients in establishing targets for both individual employees and teams.

Data Management: Gathering and monthly monitoring of KPI data submitted by clients, ensuring accuracy and completeness.Recognition and Rewards: Identifying high performance and facilitating the acknowledgment and rewarding of accomplishments.

• Feedback Gathering: Collecting feedback from employees at various intervals (10 days, 30 days, and monthly) and conveying it to CSMs for client discussion.

Documentation Submission: Collecting necessary data, supporting documents, and submitting commendations, coaching logs, incident reports, Performance Improvement Plans (PIPs), corrective actions, and evaluations as required.

Incentive Management: Introducing, rolling out, and managing performance incentive programs, including monthly submission of scores.Performance Management: Ensuring the fair and consistent application of performance management and disciplinary measures when necessary.

• Talent Support - Talent Onboarding. Main point of Contact of the Talents.

• Talent Onboarding: Serve as the primary point of contact for new hires, facilitating smooth onboarding processes and ensuring clear communication with the Client Onboarding team. Confirm associate schedules and assist with necessary applications for employee onboarding.

HR, Payroll, and IT Support: Assist associates with HR, payroll, and IT requests, issues, and escalations. Coordinate with internal teams to address talent concerns and collaborate on finding and providing solutions.

• Team Oversight: Support client in overseeing a team of associates, providing motivation, coaching and guidance as necessary. Offer feedback and support to ensure excellent and individual team performance and client satisfaction.

Engagement and Team Building: Assist in organize team building activities and support organizational engagement initiatives. Suggest and facilitate engaging activities to foster teamwork and collaboration among team members.

Conflict Resolution and Process Improvement: Act as a point of contact for any inquiries or concerns regarding associates, resolving exceptional cases within the team promptly. Implement process improvements to enhance efficiency and effectiveness in talent support operations.Coordination and Communication: Coordinate with HR and Finance departments on team members concerns impacting employees directly. Ensure delivery and sign-off of memos and policy guidelines to the team. Act as an immediate escalation point for IT or technical issues.

• OTHER TASKS:

• Procurement Support: Assist the Client Service Manager (CSM) in monitoring the delivery and distribution of procurement requests, ensuring successful delivery to associates or completion of requests.

Business Development and Product Knowledge: Stay updated on business development initiatives and new product lines. Utilize company methodology, team input, and personal initiative to achieve attendance and retention targets.

• Operational Support: Collaborate with the CSM to identify operational risks and areas for improvement. Stay informed about industry changes affecting the business and relay this knowledge to the team.

Day-to-Day Management: Manage day-to-day line activities, prioritize tasks, and assess risks and impacts within existing processes and procedures to achieve Service Level Agreements (SLAs) related to the assigned team.

Client Support: Support CSMs in addressing client complaints and resolving problems. Work with stakeholders to identify and deliver positive changes and business efficiencies. Escalate relevant problems to the CSM.Training and Onboarding: Support and participate in the training and onboarding of new hires, including new Client Success Coordinators (CSC).

• Ad-Hoc Tasks: Complete other administrative tasks analogous to those outlined above. Undertake ad-hoc tasks and deliverables as directed by the CSM, Senior CSM, Head of Customer Service & Operations, and Head of Sales.

• Requirements:

• Proven track record as an SME (Subject Matter Expert), Team Leader, or Team Coach

Proven experience in customer service, account management, or client success roles.

• Excellent communication skills, both verbal and written, with the ability to effectively engage with clients at all levels of an organization.

• Minimum of 2 years of experience within a contact center environment as an SME

• Professional experience within the contact center/BPO industry

• Strong coaching and people-development skills through call listening and audits, quality feedback, etc.

• Strong organizational and time management abilities, with a keen attention to detail and the ability to manage multiple priorities simultaneously.

• Ability to work independently and collaboratively within a team environment, demonstrating initiative, adaptability, and a customer-centric mindset.

• Ability to deal with demanding customers and escalations

• Energetic and motivating individual

• Creative thinker

Job Type: Full-time

Benefits:

• Company Christmas gift

Company events

• Health insurance

Life insurance

• Paid training

Schedule:

• 8 hour shift

Day shift
Supplemental Pay:

• 13th month salary

Performance bonus

Ability to commute/relocate:

• Makati City: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Team Lead / SME at a BPO Company: 2 years (Required)

* Client Success or Stakeholder management: 2 years (Required)