**General Accountabilities:**

The Functional Lead is primarily responsible for the day to day operations of the program both in Manila (and Cebu) according to the scope of work and service level requirements. This includes ensuring call quality and quantitative standards are observed in meeting customer care needs and resolving them in a timely fashion. This role also evaluates and implements company policies and procedures.

This function must determine long range goals and objectives to meet business operation expectations and is accountable for coordination and cooperation with onshore and offshore management.

**Key Accountabilities:**

+ Effectively and efficiently manage the day-to-day operations
+ Ensure the delivery of excellent client service; proactively manage interface with customers to eliminate potential problems; resolve escalated client issues within the turnaround time
+ Monitor the effectiveness and productivity of the team using...