Head of fulfillment teamTomorrow Creation

Duties and Responsibilities in this position are:
 
1.     Main Task: Make sure all our clients get 100% perfect images within deadlines agreed.  Take over control of all clients once the sales team has handed them over to the Fulfillment team.  Allowing the sales team to focus on conversions and not Service delivery.
2.     Supervision: Directly supervise and manage the fulfillment team, providing guidance and support to ensure efficient and effective operations.
3.     Work Scheduling: Develop and manage work schedules to ensure timely completion of production tasks.
4.     Quality Assurance: Implement and enforce quality control processes through the Quality Control Team to maintain high standards of quality like the images that 2MC has produced for the VIP clients. Takes over the fulfillment duties for all clients to ensure they get the best service from 2MC.  Accuracy, speed and consistency. 
5.     Coordination: Collaborate with other departments, especially the Sales and Marketing Team to ensure seamless communication and coordination of all project handovers. Liaise with all other related departments like QC and Production to provide clients with the agreed level of service.
6.     Issue Resolution: Address production issues, bottlenecks, and challenges promptly and implement effective solutions.
7.     Root Cause Analysis: Conduct root cause analyses for any issues and implement preventive measures.
8.     Project Fulfillment: Ensure timely and accurate project fulfillment to meet customer expectations.
9.     Customer Communication: Address customer inquiries and issues related to production and fulfillment. Maintains communication client through contact sheets and visuals and emails. Call clients when clarification is required.
10.  Automation: Identify opportunities for automation to improve efficiency.
11.  Outsourcing: Identify opportunities for outsourcing to improve efficiency.
12.  Compliance: Ensure that the team follows the protocols and complies with relevant processes set by the company.
13.  Reporting and Documentation: Keeps records of the production history for management study and analysis.
14.  Sales Handover. Handles all clients that have been introduced to 2MC via the sales team.
 
 
Experience needed for this position:
1.      At least 2-3 years BPO experience
2.      Knows how to operate basic Microsoft applications (i.e. Word, Excel and PowerPoint)
3.      Knows how to operate email systems (i.e. Outlook, Gmail, Teams, Hangouts)
4.      Knows how to operate basic telephone systems (i.e. Avaya, Zoiper)