BPO Technical Program/Account Manager (Managed Services Account)
About the Account
We are a Managed Service Provider (MSP) delivering a full suite of telecom and networking solutions exclusively to Quick Service Restaurants (QSRs). We support franchisee owners and operators end-to-end from hardware deployment and network cabling support to post-sales technical support and managed alerting.
Our product portfolio includes PBX, VOIP, LTE Backup and more alongside an Ai and Live Agent call center solution that keeps our clients' operations running smoothly. Our team operates 24x7, providing rapid response to tickets for both technical and non-technical users.
About the Role
You will play a key leadership role in the day-to-day expansion of our Network Operations / Support Center, ensuring our clients receive fast, high-quality, and consistent support across all products and services.
This role is ideal for someone with hands-on MSP support experience who is ready to step into a leadership position focused on Quality, Customer experience, and Process improvement.
Responsibilities:
Collaborate with the program's management team every quarter to prepare for and execute QBRs successfully from the initial meetings to the creation of the presentation, agenda creation and facilitation of all QBR activities.
Ensure that all takeaways are accomplished from regularly scheduled monthly or weekly business reviews.
Maintain and strengthen client relationship by championing the client visions-mission, through the implementation of initiated projects/activities, reinforcement and monitoring, of policy infractions, and acting as the main point of contacting for critical client communications on processes and action plans, to protect and advance client objectives.
Create client-visit agenda, logistical planning on and off site, facilitate activities during the visit, follow through on all activities to complete any unclosed items on the agenda after the visit, and as required/needed by the client.
Respond regularly to Client Calls-to-Action such as but are not limited to, call-pull requests, request for data, ensuring completion of corrective measures required by the client, and accurate dissemination of product updates.
Regularly attend client and management meetings, call listening sessions, and calibration sessions.
Effectively manage situations that require use of judgment to identify, communicate and resolve issues including taking 3rd level and executive escalations whenever applicable.
Perform ad hoc tasks and lead projects as needed, to meet client expectations and continuously improve site performance.
Uphold company mission, policies and procedures and serve as role model to team members by modeling the company's values of honesty, trustworthiness, truthfulness, and respect in all actions.
Requirements:
Candidate must possess a bachelor's degree in business-related field
Must have at least 3-5+ years of working experience as a manager in a call center/BPO industry specializing in service desk, operations, performance and reporting
Must have 7+ years' experience in a customer-facing technical support role – ideally within an MSP networking environment.
Strong working knowledge of networking fundamentals and hardware implementation
Strong desire to get into the details of problems and able to demonstrate the changes
High emotional intelligence and open communication with frontline team members
Has entrepreneurial mindset – someone who takes ownership of problems, spots opportunities for improvement, and does not wait to be asked to fix an issue
Strong organization, written and verbal communication skills
Ability to thrive in a fast-paced, always on environment supporting 24x7 operations
Strong proficiency in using CRM systems, ticketing software, and other program specific tools
Additional certification in customer service or technical support is an advantage
Extensive background in workforce, client and performance management
Must be able to work autonomously on performance analysis and projects
Strong leadership skills and ability to perform a wide range of duties
Strong verbal and written communication skills
Strong organizational, presentation, interpersonal and consultative skills
Proficient in creating reports and in using MS Office
Must be willing to work flexible schedules (including weekends and holidays)
Must be willing to work onsite in Pasay City