Back Office Team Leader - Work From Home
Pasig, Metro Manila, Philippines
12h ago

An exciting opportunity awaits an experienced Team Leader- Back Office for an Australian corporation with its business operations in the Philippines.

Your new company provides dedicated remote staff and offshore staffing services to Small and Medium Enterprises in Australia.

We specialize in providing high-quality staff in customer support, back-office and digital marketing who securely work for our Australian clients from our best in class office facilities in the Philippines.

Your new role :

This is a home-based full time role

The Back Office Team Leader is responsible for ensuring the Back Office centre optimizes the efficiency whilst achieving key customer service and Controller key drivers.

As a Team Leader of the Back Office team, s / he is responsible to meet the expectations of the controller team and the act as support for the field sales team in the head office.

Monitor invoice bill run and collections of retailers. Helps to measure KPI’s that focus on customer outcome and team productivity.

The Backoffice Team Leader is also pivotal in developing and putting plans and strategies in place for the development of staff, whilst providing on-going support to the overall Head Office Controller Team

Objectives :

To achieve the objectives of this role, the incumbent is dependent on the following relationships :

Internal : This position has contact with Customer Service team and Retailer Sales Team

External : Customers, 3rd party vendors, Head Office

Your key responsibilities include

Manage back office team day to day activities.

Perform sales invoicing and processing of deliveries

Process retailer payments

Checking and review of updates in marketing materials. Making sure that all info is correct before these are put into production

Sales invoice reconciliation

Perform monthly billrun and collections

Processing refunds for Head Office approval

Reply, review and audit of all email replies from the support email of retailers.

Monitor task productivity for back office team and observe timely completion of all task

Attend to BM cases filed by agents

Ensure break schedules of agents are being followed.

Communicate account updates

Monitor Team Monthly Performance

Coach and provide action plan to ensure team members’ individual and team’s overall targets are met

Conduct call and email monitoring to ensure call quality guidelines are being followed

Schedule QA calibration to ensure everyone are aligned with the call process.

Serve DPF and CAF to offenders

Manage and offer alternative solutions to cancellation request from Retailers

Track, analyse and report metrics on back Office team performance to the Operations Manager

Regularly analyse information on performance and client satisfaction data, and develop and implement service improvements plans as appropriate

Continually review the Controller’s end to end processes to improve their efficiency and effectiveness

May perform other special duties or assignments as requested or required by the Operations Manager and Head Office team.

What you'll need to succeed

To be successful for this position, you should have an experience working in a BPO / remote staffing setup, you will also ideally have :

Bachelor’s / College Degree in Business Management Business Administration, Operations Management or equivalent

3 to 5 years of experience in operations in a supervisory capacity

In-depth knowledge and experience working in BPO / Remote staffing environment

Project Management experience

Skills and Qualities

Ability to build strong relationships with leadership in a remote work environment.

Has the ability to operate independently.

Strong Interpersonal and Analytical Skills

Excellent decision-making skills

Good communication skills, written / oral

High stress tolerance


Business Awareness and Commercial Focus

What you'll get in return

This role offers a dynamic environment where you will be challenged to draw upon your enthusiasm. You will join a working environment that values culture and staff engagement and will enjoy both operational and strategic projects.

You will receive an attractive salary package, benefits and opportunities for advancements.

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