Foundever™ - Operations Manager
Ground Floor e-Life Digital Zone, Eton Cyberpod - Ortigas (Corinthian), Ortigas Avenue cor. EDSA, Quezon City, 1110 Metro Manila
Client Contract and Communication
· Assists the Senior Manager, Account Operations as a strategic driver for the client
· Assists the Senior Manager, Account Operations in developing and maintaining partnerships with clients to
increase business and client satisfaction
· Develop and maintain client rapport and complete satisfaction with contract and customer services.
· Functions as link between company and client
· Assists the Senior Manager, Account Operations in maintaining updated client contracts by documenting
changes in scope and conduction period reviews
· Assists the Senior Account Manager in dealing with pricing and contract negotiations and other cost issues
that pertain to the operations in general.
· Directly accountable for and routinely reviews account’s performance against contract metrics and client
expectation. Assures that contract documentation and information is up to date and files are maintained.
· Provides client complete, accurate, timely, and professional performance reporting as required. Assures that
contract requirements including service levels, talk times, handle times, response time, escalations, quality
sat scores, etc. are routinely conveyed and understood by team members.
· Assists and/or provides the lead role in client communications in matters of support center performance
reporting, billing, systems, staffing, product development, and complaints. Communications, including
telephone, e-mail, letter, fax, personal, group meetings, presentations, and site visits are expected to be
thorough, professional, and polished at all times. Is accountable for the information conveyed to clients and
responsible for distribution to internal management, Sales and staff of key information received.
Client Contract and Communication
· Assists the Senior Manager, Account Operations as a strategic driver for the client
· Assists the Senior Manager, Account Operations in developing and maintaining partnerships with clients to
increase business and client satisfaction
· Develop and maintain client rapport and complete satisfaction with contract and customer services.
· Functions as link between company and client
· Assists the Senior Manager, Account Operations in maintaining updated client contracts by documenting
changes in scope and conduction period reviews
· Assists the Senior Account Manager in dealing with pricing and contract negotiations and other cost issues
that pertain to the operations in general.
· Directly accountable for and routinely reviews account’s performance against contract metrics and client
expectation. Assures that contract documentation and information is up to date and files are maintained.
· Provides client complete, accurate, timely, and professional performance reporting as required. Assures that
contract requirements including service levels, talk times, handle times, response time, escalations, quality
sat scores, etc. are routinely conveyed and understood by team members.
· Assists and/or provides the lead role in client communications in matters of support center performance
reporting, billing, systems, staffing, product development, and complaints. Communications, including
telephone, e-mail, letter, fax, personal, group meetings, presentations, and site visits are expected to be
thorough, professional, and polished at all times. Is accountable for the information conveyed to clients and
responsible for distribution to internal management, Sales and staff of key information received.
About Foundever™
Read more about Us
Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.? Mission: At Foundever™, we make things simple. Put simply, our mission is to be the solutions and the team behind the best experiences for the world’s leading brands. Wherever and whenever needed.
Read more about Us
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