Workforce Scheduler

Workforce Scheduler
Location: Silver City, Frontera Verde, Pasig
Salary: Negotiable
Starting date: ASAP

Responsibilities:
The Resource Scheduler is mainly responsible for creating the most efficient agent schedules using approved assumptions. The focus is to maximize manpower utilization while achieving client metrics.
• Develops employee schedules to match planning and forecasting outputs, as well as planning input from operations Management
• Utilizes effective methods for managing scheduling practices such as the schedule bid process.
• Schedules for planned absences; schedule changes, such as vacation and breaks
• Retains special training and special events schedule
• Uses accuracy of forecast and schedule accuracy measurements for continuous improvement
• Works closely with client services to adjust staffing expectations based on validated data.
• Conducts root cause analysis as required, and provides business solutions to Manager/Client.
• Works closely with Operations Team to ensure respective lines of business are in line with requirements.
• Mitigates business deliverable risk by closely maintaining all short and long term staffing requirements.
• Ensure continued profitability via efficient resource allocation
• Measures, monitors results and makes adjustments based on requirements and business deliverables.
• Recommends and modifies staffing models to best suit contractual requirements.
• Remains highly familiar with all contractual deliverables and parameters.

Requirements:
• Candidate must possess at least a Bachelor’s/College Degree , any field or equivalent work experience
• At least 1 year experience specializing in Scheduling in an international call center environment
• Strong background in IEX and other workforce tools is required.
• Handled large scale accounts (on-shore or off-shore) with multiple LOBs is desired.
• Advance knowledge in MS Excel is desired
• Excellent reporting skills; knowledge in pivot reporting
• Experienced in manual scheduling
• Applicants must be willing to work in Silver City, Frontera Verde, Pasig.
• Ability to start ASAP is an advantage
• Open to rotating and graveyard shifts

Interested? Contact us:

Send updated CV to: callcenterpilipinas@gmail.com

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NOTE: No Fees will be collected. Only qualified applicants will be entertained. Your resume is being kept with utmost confidentiality. All questions and inquiries will be answered during interview


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Real Time Analyst

Real Time Analyst (RTA)
Location: Frontera Verde, Pasig
Headcount: 3
Salary: Negotiable
Starting date: ASAP

Responsibilities:
The Real Time Analyst manages and/or balances service levels for the call center across programs, internal locations, lines of business and products. The analyst manages the performance of the call center according to any contractual agreements and internal goals; the focus is to create positive experiences for customers while maintaining an efficient call center enterprise.

• Monitors real-time call volume and schedule conformance to efficiently utilize staffing resources and to meet any necessary contractual obligations
• Coordinates and manages same day and/or short term off-line event scheduling for call center agents while maintaining acceptable performance of the call center
• Provides the WFM Scheduling team future exceptions for scheduling in IEX in order to consistently maintain appropriate staffing levels
• Monitors CMS and RTA to assist the management teams with acceptable agent adherence to schedules
• Analyzes trends such as call volume, AHT, and attendance to understand and plan for potential over staffing/under staffing conditions; adjust plans prior to and/or same day based on the ability of the call center to attain appropriate performance results
• Manages agent profiles within CMS to best utilize all staffing resources
• Monitors available reports to effectively manage the performance each call center business and/or product to acceptable results
• Participates in Help Desk calls to relay how issues are impacting the call center
• Assists in the development of all reports and/or processes that increase the ability of the call center to effectively and accurately plan acceptable performance results
• Effectively communicates call center performance and information by providing the business informational updates regarding the recent, current, and future state of the business.
• Schedule daily, weekly, monthly meetings to communicate information to Work Force Leaders to set expectations and confirm business needs to allow the business to make sound decisions
• Provides the business with timely status updates on projects and initiatives
• Complete necessary reports, ad hoc reports as required

Requirements:
• Bachelor’s Degree (any field) or equivalent work experience
• At least 1 year experience specializing in Real-Time Monitoring or Workforce Analysis
• Advanced knowledge in MS Excel and relevant WF tools such as IEX and CMS.
• Knowledge in problem solving processes
• Strong communication skills
• Above average reporting skills
• Excellent analytical skills
• Must possess effective organizational skills and time management skills
• Ability to work on several projects simultaneously
• Ability to come up with sound and accurate decisions in any given circumstance
• Ability to exhibit professionalism
• Demonstrated ability to work with a team
• Demonstrated ability to communicate effectively and professionally with internal and external associates
• Ability to work independently with minimal supervision, meeting multiple deadlines in a high pressure environment.
• Ability to work a flexible schedule (graveyard/shifting schedule)
• Amenable to working in Frontera Verde, Pasig City

 

Interested? Contact us:
Send updated CV to: callcenterpilipinas@gmail.com

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NOTE: No Fees will be collected. Only qualified applicants will be entertained. Your resume is being kept with utmost confidentiality. All questions and inquiries will be answered during interview


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Thai CSR

Thai CSR

Location: Taguig City, Philippines
Salary: Open to negotiate
Starting date: ASAP

Qualification:
• Provide customer support in Thai language.
• Must be fluent in Thai and English
• Customer service oriented
• Willing to work on client dictated schedules (shifting schedule: day, mid or night)
• Willing to be trained
• Willing to start ASAP

Interested? Contact us:
Send updated CV to: callcenterpilipinas@gmail.com

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NOTE: No Fees will be collected. Only qualified applicants will be entertained. Your resume is being kept with utmost confidentiality. All questions and inquiries will be answered during interview


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Mandarin Service Desk Professional

Mandarin Service Desk Professional

Loction: Makati City
Salary: open to negotiage

Qualification:

  • Excellent oral and written communication skills in English and Mandarin
  • Solid work experience in the BPO industry handling Technical Support or Customer Service for global/ multinational clients.
  • Knowledgeable in technical troubleshooting specifically in Windows, Microsoft, or other related technologies or ERPs.
  • Willing to work on client dictated schedules (shifting schedule: day, mid or night)
  • Willing to work on the client’s site – MAKATI

Interested? Contact us:
Send updated CV to: callcenterpilipinas@gmail.com

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NOTE: No Fees will be collected. Only qualified applicants will be entertained. Your resume is being kept with utmost confidentiality. All questions and inquiries will be answered during interview


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Site Director

Site Director
Location: Taguig

Responsibilities:

  • The overall responsibility of the Company Site Director is manage and oversee the site’s operation in the Philippines which includes but not limited to Revenue and Profitability, Capital Expenditure/Budget Management, and Business development/Growth of Manila Operations. Selects, managers, and develops a high performing team of managers, supervisors, and agent staff.
  • Consistently demonstrates a commitment to Company values
  • Makes business decisions based on client contract terms, ensures adherence to client contracts, and participates in the setting and meeting of project goals
  • Sets and measures department goals and metrics in an effort to develop process that exceeds customer expectations
  • Prioritizes resource across various projects to gain optimal impact for our customer, our company and our employees
  • Demonstrates commitment to employee development.
  • Creates a positive work environment that encourages employee participation and values the contribution of all employees.
  • Develops tactics to address employee issues to improve morale while improving performance
  • Creates an environment that enables mission critical information to pass between functions quickly and completely.
  • Acts as a liaison with other departmental functions and coordinates with other departments to ensure goals are aligned, constant communication is available, and the overall Call Center Operations is providing a quality customer experience efficiently and effectively and actively participates in the effective coaching and counselling of staff members
  • Utilizes new technologies, processes, and training to constantly improve productivity and achieve a scalable infrastructure that meets the needs of a growing organization. Fosters the sharing of best practices within and between groups
  • Develops or assists with the development and implementation of policies and procedures consistent with those of the organization to ensure efficient and safe operation Strategic planning and execution to enhance profitability, productivity, and efficiency throughout the company’s operations
  • Develop and direct the management of Customer Call Center to ensure customer satisfaction, improved call efficiency, low abandonment, increased revenue through upsell and promotional programs, and improved employee product knowledge and training.
  • Implement processes and systems that will generate higher productivity and revenue
  • Oversees the supervision of personnel, which includes work allocation, training and problem resolution; evaluates performance and makes recommendations for personnel actions, motivates employees to achieve peak productivity and performance Provides advice and assistance to senior management in the planning, implementation, and evaluation of modifications to existing operations, systems and procedures
  • Continuously investigate and introduce process improvement measures and present suggestions to the Executives for consideration
  • Participate in vendor negotiations to ensure product relevance and cost-efficiency Develops annual operating budgets and provides fiscal direction of the department

Requirements:

  • Bachelors and advance degree, specializes in training, and with at least 8 years previous related experience directly related to the duties and responsibilities specified
  • Minimum relevant experience
  • Indian National with at least 2 years Site Director experience in the Philippines is an advantage
  • Must be currently living in the Philippines
  • At least 5 years previous related experience directly related to the duties and responsibilities specified
  • Computer literate with proficiency in MS Word, MS Excel and MS Powerpoint
  • Six sigma black belt is strongly preferred
  • Competent in decision-making and problem solving
  • Excellent oral and written communication skills
  • Knowledge in marketing strategies, processes and available resources
  • Program planning and implementation skills
  • Top Management
  • Department Heads
  • Business Clients
  • Assistant Center Managers
  • Supervisors
  • Rank and File
  • Decision Making
  • Customer Service Orientation
  • Verbal / Written communication
  • Analytical thinker
  • Planning, organizing and directing

 

Interested? Contact us:
Send updated CV to: callcenterpilipinas@gmail.com

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NOTE: No Fees will be collected. Only qualified applicants will be entertained. Your resume is being kept with utmost confidentiality. All questions and inquiries will be answered during interview


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Training officer

Training Officer

 

 

 

 

 

Training Officer

Location: Ortigas Center, Pasig City

Responsibilities

  • Provide Soft Skills and necessary trainings at account level.
  • Co-ordinate with Leadership team to identifying training needs, if any, based on company’s processes, projects and other factors.
  • Delivering trainings as per the schedules.
  • Design and Develop Training Module.
  • Analyzing, Planning and conducting training refreshers based on Training need analysis.
  • Time management factor is critical parameter to be considered
  • Assisting in creating calendars / Updating the documents as and when required.
  • Evaluate training effectiveness.
  • Maintain all training records
  • Be actively involved in the process of becoming culturally competent and develop the knowledge and skills to include relevant cultural concepts in their training workshops
  • Co-ordinate with Process Leaders to identify training need for their teams.
  • Collect data for monthly reports – number of sessions held, training hours

Qualifications

  • Minimum BA/BS or 4-year degree or equivalent experience (required)
  • Specialization or certificate (preferred)
  • Minimum 2-3 years of experience in BPO with 1 year as communication and/or process trainer.
  • US/UK Financial/Payroll Background (preferred)
  • Advanced level experience with MS Office (Word, Excel).
  • Leadership and team building skills. Proven ability to manage and motivate junior to senior level employees.
  • Strong written and oral communication skills.

Competencies

  • Computer literate and ability to comfortably perform within windows application environment and skilled at MS Office applications.
  • Verbal and written communication skills and effective use of advanced customer service principles. Highly developed interpersonal skills.
  • Ability to work independently and as part of a team.
  • Ability to transfer knowledge to team members.
  • High level of focus and attention to detail and accuracy in a repetitive environment
  • Ability to quickly adapt in a fast variable environment of a start-up or rapidly growing organization
  • Excellent one-on-one and group presentation and facilitation skills
  • Excellent People Management skills
  • Proven ability to design training courses, lesson plans and training materials.
  • Demonstrate expertise in identifying the cause(s) of performance gaps and defining and implementing training initiatives to help build scalability and capability in the system

How to Apply?

Send updated CV to: itpilipinas@gmail.com

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NOTE: No Fees will be collected. Only qualified applicants will be entertained. Your resume is being kept with utmost confidentiality. All questions and inquiries will be answered during interview.

Spanish Customer Service Associate

Spanish Customer Services Associate

Location: Ortigas Center, Pasig City, PH

Headcount: 50

Qualification:

  • University grad or bearing similar professional qualification in the same or related field.
  • Relevant experience in the BPO industry is desired.

Skills Required:

  • Ability to perform processes as per pre-defined design
  • Ability to work with both internal and external stakeholders across different cultures.
  • Strong Service Mindset
  • Sense of urgency
  • Detail oriented
  • Team player, empathy and superior interpersonal skills
  • Knowledge of Global CS systems
  • With experience in handling Customer Service export or import transactions/processes and dealing with direct customers/forwarders/brokers will be preferred.
  • Open to travel as and when it is needed
  • Results orientation
  • Strong customer knowledge
  • Proficiency of verbal and written communication skills in Spanish and English Languages
  • Open to Flexible Work-Shift Arrangements (whether for Morning, Afternoon or Night Shifts)
  • Open to Filipino, Expat and Foreigners
  • Willing to work in Ortigas Center, Pasig City

Key Responsibilities :

  • Provide our customers with a sense of ease of doing business hands-on execution and implementation action and implementation of various in-house systems, applications and projects.
  • Build and manage (internal/external) close and value-adding country partner and customer relationships.
  • Complete either export or import process, complying with SLAs and global process design.
  • Provide phone (when necessary), e-mail & e-commerce support and attendance.
  • Focus on customers’ problem resolution scenarios and on setting expectations.
  • Communicate proactively with country partners and customers, and any other relevant stakeholders involved  businesses.
  • Deliver execution of processes and transactional tasks and being accountable for end results.
  • Provide end-to-end management of our customers’ shipments – take ownership.
  • Evaluate and assess constantly work processes within own work area and execute process improvement initiatives.
  • Deliver customer experience as outlined by the company
  • Good communication skills required
  • Ability to work under pressure

Interested? Contact us:

Send updated CV to: callcenterpilipinas@gmail.com

Want to keep updated? Follow us:

Website: www.callcenterpilipinas.wordpress.com

Facebook: http://www.facebook.com/callcenterpilipinas

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NOTE: No Fees will be collected. Only qualified applicants will be entertained. Your resume is being kept with utmost confidentiality. All questions and inquiries will be answered during interview

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IT/Technical Helpdesk

IT/Technical Helpdesk

Headcount: 60 FTEs

Salary Budget: 18-25K Basic (depending on years of experience)

Location: McKinley Hill, Taguig City or Ortigas Center, Pasig City

Job description:

1. 1-4 years experience in TSR or IT in a BPO setting with good English communication and basic customer service skills

2. Receiving end user calls

3. Provide first level resolutions

4. Ticket creation/Categorization / Prioritization

5. Ticket escalation to respective Support Group

6. Incident resolution and recovery

7. Ticket Closure.

Possible Starting Date: Joining date every Monday of July (2, 9, 16, 23, 30) until requirement is filled

Interested? Contact us:

Send updated CV to: callcenterpilipinas@gmail.com

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Facebook: http://www.facebook.com/pages/Call-Center-Pilipinas/106403279484563

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NOTE: No Fees will be collected. Only qualified applicants will be entertained. Your resume is being kept with utmost confidentiality. All questions and inquiries will be answered during interview

This job post can also be shared to your friends or colleagues who wanted to explore job opportunities in the BPO/Call Center industry. Just share it!