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