Job Opening

BPO Team Manager

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Job Description

Overview

LevelUp is a specialist agency that provides outsourcing solutions to WordPress vendors, agencies, and website owners. For over six years, we have successfully collaborated with a variety of WordPress companies, providing valuable operational and back-office support. We have a large team of skilled and passionate WordPress professionals who are committed to delivering high-quality work to our clients. 

Position Overview

We are seeking an experienced BPO Team Manager to lead our Order Processing team on a project basis (initial 3-month contract with rolling monthly extensions up to 12 months). In this full-time role, you will play a critical role in ensuring the efficient and accurate processing of orders, optimizing our order fulfillment processes, and leading a team of dedicated order processing agents.

Responsibilities

Team Leadership

  • Lead and motivate a team of 3 - 20 order processing agents, providing guidance and support to ensure high performance and employee satisfaction.

  • Monitor team performance across order processing KPIs using them to guide team improvements and individual coaching.

  • Ensure that team objectives, management expectations, and core processes are clearly communicated to the team and followed by all.

Order Processing Management

  • Oversee the entire order processing cycle ensuring accuracy and efficiency.

  • Develop and implement QA procedures and standards for order processing, ensuring compliance and continuous improvement.

  • Ability to scope volume of work and propose increasing team member counts with a justified business case.

Stakeholder Management

  • Act as the primary point of contact for stakeholders across departments, including sales, logistics, and customer service. 

  • Ensure effective communication and alignment to facilitate smooth operations.

Documentation & Reporting

  • Create and maintain documentation for all process workflows.

  • Create executive level dashboards and reports that show hourly, daily, weekly and monthly performance across all process KPIs.

Process Improvement

  • Identify and implement improvements focusing on people, process and, to a limited extent, tools & technology. 

The Ideal Candidate

  • Strong BPO team management experience (3 - 5 years).

  • Strong sales operations and order processing experience (3 - 5 years).

  • Proven ability to manage a team of 3 to 20 people.

  • Experience working on highly complex processes that require multiple hand-offs between different teams and departments.

  • In-depth knowledge of the end-to-end sales process from opportunity negotiation to order activation and billing, including key concepts such as discounting, terms override, and approvals.

  • Salesforce Sales Process Experience.

  • Exceptional written and verbal English communication skills combined with strong stakeholder management capabilities.

  • Flexible to work some weekend overtime when required.

Nice to Haves

  • Experience working with complex subscription software.

  • Business process optimization experience, especially using the Lean Six Sigma methodology.

Additional Information

  • Open to Philippine residents only.

  • PHP 60 - 70K salary per month.

  • This is a project based role (initial 3-month contract with rolling monthly extensions up to 12 months).

  • Full-time position with working hours from 10pm to 7am (Philippines Standard Time), Monday - Friday.

  • This is a fully remote position.

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