(PH) Engagement Manager - Remote

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