BPO Team Manager – Order Processing

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.

Application form
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