(PH) Engagement Manager - Remote - WideOut | New Day Jobs (Yangon, Myanmar)

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WideOut
Remote (Asia Time Zone Permitted)

(PH) Engagement Manager - Remote

Apply from Source

(PH) Engagement Manager - Remote

WideOut
  • Remote (Asia Time Zone Permitted)
  • Other
Salary : Login to view salary Apply from Source
Job Type : Full-Time
Education Requirement : Bachelor Degree
Skills :
Experience : 3 to 5 years
Work Days : Monday To Friday
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Job Detail

Responsibilities

Daily and Ad Hoc

  • Ensure On-Time Delivery
  • Monitor team queues via dashboards & PM tools
  • Oversee sensitive/urgent requests
  • Negotiate prioritization or deadlines for escalated projects
  • Resource Management
  • Manage staffing levels and concerns
  • Perform administrative duties (attendance, EDS, leave management, etc.)
  • Escalation Resolution
  • Liase with client directly to address both ongoing and possible external errors
  • Directly supervise escalations such as rush requests, errors, and critical projects
  • Ensure business continuity when natural or technical issues arise

Weekly

  • Manage and Report on Team Success
  • Present data indicative of team health
  • Flag internal issues that may hamper operational success
  • Ensure accuracy of data reported on team dashboards
  • Operations Management
  • Sync with teams and POCs on progress against goals, achievements, and roadblocks
  • Sync with support teams - HR, IT, Finance - as needed

Monthly

  • Manage POC Success
  • Completion of POC scorecards
  • Ensure POCs perform regular catch ups and performance management with their reports
  • Work and Report on Client Success and Satisfaction
  • Gather data and create a cohesive narrative to be discussed by the Customer Success Manager. Gauge overall satisfaction, identify pain points, gather feedback and probe if the AQA values are manifested consistently
  • Maintain and develop relationships with key stakeholders.
  • Create reports on team success via business reviews and join the Customer Success manager in presenting to the client
  • Team Morale and Retention
  • Address development opportunities and areas of difficulty at 1:1s and skip level meetings
  • Implement/cascade organizational change

Quarterly

  • Operations Strategy
  • Work with Business Intelligence to provide analyses, forecasts, and recommendations from historical data
  • Enact actions that will contribute to meeting measures of success agreed with client
  • Flag any overt or inferred opportunities sourced from conversations with clients regarding needs
  • Employee Development and Retention
  • Identify individuals for development and succession planning
  • Mentor high potential POCs as possible successors
  • Manage undesired attrition to <10%
  • Experience in management, operations, and leadership.
  • Ability to build consensus and relationships among managers, partners, and employees.
  • Knowledgeable in employee retention
  • Analytical mind, detail-oriented, and problem-solving aptitude
  • Collaborative and team-oriented
  • Excellent command of English, both in verbal and written forms
  • Proficiency with Google Suite (Docs, Sheets, Slides)
  • Able to map and document processes, and create flowcharts
  • Amenable to work in the night shift
  • Amenable to work during holidays and to render overtime when needed
  • BPO background is a plus but not required

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