Designs, builds, and oversees the deployment and operation of technology architecture, solutions, and software to capture, manage, store, and utilize structured and unstructured data from internal and external sources. Establishes and builds processes and structures based on business and technical requirements to channel data from multiple inputs, route appropriately and store using any combination of distributed (cloud) structures, local databases, and other applicable storage forms as required. Develops technical tools and programming that leverage current technologies to cleanse, organize and transform data and to maintain, defend and update data structures and integrity on an automated basis. Creates and establishes design standards and assurance processes for software, systems, and applications development to ensure compatibility and operability of data connections, flows and storage requirements. Reviews internal and external business and product requirements for data operations and activity and suggests changes and upgrades to systems and storage to accommodate ongoing needs.

PRIMARY RESPONSIBILITIES :

• Develop features in .NET custom applications based on feature specifications and technical designs.
• Contribute to creating feature specifications and technical design schematics.
• Contribute to requirements gathering and analysis activities such as storyboarding, developing use cases, and creating functional requirements specifications.
• Create database models and build out models using SQL Server, then surface data to user interfaces by using object oriented techniques, often using object-to-relational mappers.
• Take responsibility for feature-focused unit and system testing (built both by you and others).
• Contribute to facilitating acceptance testing procedures and monitoring results.
• Contribute to performance and load testing procedures and issue remediation.
• Develop software solutions compliant with Enterprise architecture, processes, procedures, and protocols
• Work with architects and developers to report developmental progress
• Support fellow developers through knowledge sharing, constructive feedback, and peer code reviews
• Contribute to technical design specifications and technical design reviews
• Follow coding, design, quality standards as defined by enterprise architecture and leadership
• Contribute to design, development, testing, deployment, and support enterprise applications
• Develop and drive mindset of continuous integration and continuous deployment (CI/CD)

REQUIRED KNOWLEDGE/SKILLS/ABILITIES :

• Bachelor’s Degree in Computer Science, Software Engineering or Information Systems, or equivalent experience
• 7+ years of programming experience
• Deep hands-on knowledge of the .NET 3.5/4.0 Framework, including Visual Studio 2008/2010/2013/2015/2019, MSSQL 2016, C#, and ASP.NET.
• SQL/T-SQL experience and knowledge required
• Highly Proficient in own tech stack, and able to consult on others as appropriate
• Track record of driving quality first
• Strong knowledge of data structures, algorithms, and operating systems
• Strong troubleshooting and performance tuning skills.
• Knowledge of SAFe framework with experience in Agile methodologies
• Track record of staying current with trends, techniques, tools, and processes that drive improvement
• Able to define technical expectations and goals of projects
• Able to estimate time spent on projects in alignment with team
• Help drive performance of team and act as mentor to more junior developers
• Specialized technical knowledge in multiple application development efforts
• Know all phases of the development cycle
• Design and implement code reviews
• Collaborate with junior developers
• Not an order taker; able to contribute effectively
• Possess advanced knowledge in applicable technical stack
• Drive mindset of delivering applications and solutions faster

HIRING PROCESS :
1) HR/Initial Interview
2) US Technical Interview
3) US Final Interview

The Implementation Specialist III is responsible for reviewing historical data from the customer’s legacy accounting system and populating it into import file templates. Data includes general ledger accounts, vendors, accounts payable, beginning balances and 1099 information. An understanding of financial reporting and budgeting will be necessary to successfully complete the required tasks. This role is also responsible for completing site setup, add-on e-mail send out and Retrofit task which is the process of applying the Business Model settings down to the newly acquired site. This role is also responsible in doing quality reviews of the processes being done by the team. Will act as point of contact and assist the team leader in task assignments and conducting process trainings.

Responsibilities for this position include but are not limited to the following :

o Ensure data conversion assignments are completed as scheduled and accurately each week
o Identify and analyze data discrepancies and resolve appropriately
o Interpret and understand client business requirements
o Interpret and migrate data provided from multiple sources
o Reconcile financial reports to historical financial reports
o Analyze and replicate legacy accounting information into import templates
o Gather and format budget information
o Upload outstanding items from the prior period for the first bank reconciliation
o Gather and format the beginning balances and monthly historical net activity after beginning balances
o Conduct quality assurance of data migrations prior to release to the customer
o Develop custom reports based on customer business requirements and needs
o Maintain accurate records of all data and communication received for each conversion
o Notify management of any complications, missing data or system defects that might delay the conversion
o Maintain daily communication with assigned Implementation Analyst to ensure a successful conversion
o Act as point of contact for each primary task performed in the team
o Perform administrative and other tasks as needed
o Assist with preparation of monthly business report for management
o Protects organization's value by keeping information confidential

REQUIRED KNOWLEDGE/SKILLS/ABILITIES :

o Bachelor’s degree in Accounting or Finance
o Minimum of 3 years’ experience in financial or accounting position
o Must be detail oriented with strong organizational and analytical skills
o Technical skills and experience in financial reporting
o Strong written and verbal communication skill
o Excellent analytical abilities to grasp the key points from complicated details
o Advanced knowledge of Excel
o Must be able to effectively communicate with internal business partners
o Ability to work overtime as needed to ensure deliverables are met
o Must be able to multi-task, work in high paced and deadline driven environment
o Must have excellent time management ability
o Must be able to motivate others
o Must be willing flexible in terms of the work schedule
o Must be willing to work in Ortigas Pasig City

PREFERRED KNOWLEDGE/SKILLS/ABILITIES :

o Technical skills and experience in financial reporting
o Advanced knowledge of Excel
o Must be detail oriented with strong organizational and analytical skills
o Excellent analytical abilities to grasp the key points from complicated details

The Implementation Specialist II is responsible for reviewing historical data from the customer’s legacy accounting system and populating it into import file templates. Data includes general ledger accounts, vendors, accounts payable, beginning balances and 1099 information. An understanding of financial reporting and budgeting will be necessary to successfully complete the required tasks. This role is also responsible for completing site setup, add-on e-mail send out and Retrofit task which is the process of applying the Business Model settings down to the newly acquired site. This role is also responsible in doing quality reviews of the processes being done by the team.

Responsibilities for this position include but are not limited to the following:

o Ensure data conversion assignments are completed as scheduled and completed accurately each week
o Identify and analyze data discrepancies and resolve appropriately
o Interpret and understand client business requirements
o Interpret and migrate data provided from multiple sources
o Reconcile financial reports to historical financial reports
o Analyze and replicate legacy accounting information into import templates
o Gather and format budget information
o Upload outstanding items from the prior period for the first bank reconciliation
o Gather and format the beginning balances and monthly historical net activity after beginning balances
o Gather add-on orders from CLM, email and SalesForce and reach out with correct templates to the client
o Complete Retrofit tasks as scheduled
o Ensure to bill orders of completed tasks in a timely manner and monitor backlog orders in SalesForce bucket
o Conduct quality assurance of data migrations prior to release to the customer
o Conduct quality assurance of site and SDE setup prior to release to the customer
o Develop custom reports based on customer business requirements and needs
o Maintain accurate records of all data and communication received for each conversion
o Notify management of any complications, missing data or system defects that might delay the conversion
o Act as point of contact for each primary task performed in the team
o Perform administrative and other tasks as needed

REQUIRED KNOWLEDGE/SKILLS/ABILITIES :

o Perform administrative and other tasks as needed
o Bachelor’s degree in Accounting or Finance
o Minimum of 2-3 years’ experience in financial or accounting position
o Must be detail oriented with strong organizational and analytical skills
o Technical skills and experience in financial reporting
o Excellent analytical abilities to grasp the key points from complicated details
o Advanced knowledge of Excel
o Must be able to effectively communicate with internal business partners
o Ability to work overtime as needed to ensure deliverables are met
o Must be able to multi-task, work in high paced and deadline driven environment
o Must be willing flexible in terms of the work schedule
o Must be willing to work in Ortigas Pasig City

PREFERRED KNOWLEDGE/SKILLS/ABILITIES :

o Must be willing to work in Ortigas Pasig City
o Technical skills and experience in financial reporting
o Advanced knowledge of Excel
o Must be detail oriented with strong organizational and analytical skills
o Excellent analytical abilities to grasp the key points from complicated details

The Implementation Consultant III will act as the primary business consultant for concurrent sales and client engagements. This position brings to our implementation team multi-family housing industry experience and the in-depth product knowledge and project management skills necessary to ensure client satisfaction and success with RealPage software products. The Implementation Consultant will encourage the use of additional RealPage product and service offerings. Implementation Consultant interacts with sales, migrations, training, product support, development, and QA. The Implementation Consultant is instrumental in effectively communicating challenges to the appropriate departments to ensure positive ongoing client experiences.

PRIMARY RESPONSIBILITIES :

o Project management and coordination for small to midsize property management companies.
o Coordination of RealPage services including data conversion and training.
o Contributes innovative ideas to improve product, simplify processes and deliver services.
o Provide a high level of product and business knowledge.
o Develop and maintain quality relationships and communication with client teams.
o Support clients through the implementation process to achieve a high level of client satisfaction.
o Actively and efficiently manage implementation projects so that implementations are achieved
o on time and within budget to the satisfaction of clients.
o Facilitate meetings and give presentations to clients and project teams.
o Identify issues as they emerge, determine appropriate course of action for resolution, and follow through to make sure the problem is resolved to the client’s satisfaction in a timely manner.
o Track project deployments and expenses accurately and timely to ensure proper client billing.
o Proactively continue to expand personal development and expertise through education and field experience.

REQUIRED KNOWLEDGE/SKILLS/ABILITIES :

o Position requires 2 years’ experience in use of the OneSite product lines
o Affordable housing experience preferred, specifically HUD and Tax Credit
o Software and/or multifamily property management experience required
o Experience working in a sales environment a plus; knowledge of the sales cycle
o Four-year degree or equivalent work experience preferred
o Outstanding verbal and written communication skills; excellent presentation skills
o Must possess good organization and time management skills; project management experience desired
o Customer service experience is required; excellent telephone rapport
o Able to work with little supervision, but knowing when to escalate problems
o Completing multiple tasks within desired timelines; excellent project management skills
o Must have the ability to work with many different personalities
o Flexible, detailed, and able to successfully accept change
o Must be willing to work in Night Shift

PREFERRED KNOWLEDGE/SKILLS/ABILITIES :

o Must be willing to work in Night Shift
o With at least 3 years or more related work experience as an implementations consultant
o Property management knowledge or experience preferred
o Strong organizational and time-management skills with the ability to handle multiple projects in a limited time frame
o Excellent English, verbal and written communication skills
o Proven ability to provide solid customer service

Implementation Consultant II is responsible for working across multiple product teams to implement end-to-end solutions for customers. This includes analyzing requirements and gathering deliverables to successfully complete the implementation, collecting appropriate data, and coordinating with other departments. This includes analyzing requirements and gathering deliverables to successfully complete the implementation, collecting appropriate data, and coordinating with other departments. The Implementation Consultant II serves as a subject matter expert for implementation best practices on the products or services they are delivering. An understanding of financial reporting, custom report writing and budgeting will be necessary to successfully complete the required tasks. They are instrumental in effectively communicating challenges to the appropriate departments to ensure positive ongoing client experiences.

PRIMARY RESPONSIBILITIES :

o Manage multiple client implementations simultaneously
o Analyze legacy information and practices and configure appropriately in new environment
o Conduct review with customer prior to release to confirm acceptance of data and configuration
o Accurately forecast activation dates and manage implementation appropriately to meet release dates
o Provide superior customer service to all internal and external customers
o Perform system setup and configuration ensuring accuracy of complex data and multi system integrations
o Maintain core knowledge of each product for which they are responsible
o Interpret and understand client business requirements
o Maintain accurate records of all communication received for each client
o Provide project management and coordination to ensure product activations are moving as quickly as possible
o Update activity records timely and accurately to ensure accurate reporting and client billing
o Manage defect or problem resolution to drive implementations to completion
o Notify management of any complications, missing data or system defects that might delay the implementation
o Identify, assist and test enhancements to workflow, scripts, or system defects for core functions
o Resolve problems and answer questions from both internal and external customers
o Collaborate regularly with other departments to improve processes or procedures
o Ensure appropriate hand-offs and communication with Engagement Managers, Consultants and Account Management
o Maintain knowledge of departmental processes and procedures
o Interpret and migrate data provided from multiple sources
o Reconcile financial reports to historical financial reports
o Analyze and replicate legacy accounting information into import templates
o Upload outstanding items from the prior period for the first bank reconciliation
o Gather and format the beginning balances and monthly historical net activity after beginning balances
o Conduct quality assurance of data migrations prior to release to the customer
o Maintain accurate records of all data and communication received for each conversion
o Notify management of any complications, missing data or system defects that might delay the conversion

REQUIRED KNOWLEDGE/SKILLS/ABILITIES :

o Bachelor’s degree in an Accounting or Finance related position
o Prior experience in a consultative position with proven success required
o Minimum of 1-year experience in software implementation
o Outstanding verbal and written communication skills; excellent presentation skills
o Must be able to effectively communicate with internal and external executive-level customers
o Excellent analytical abilities to grasp the key points from complicated details and interpret client needs
o Must be detail oriented with strong organizational and analytical skills
o Strong critical thinking to analyze the pros and cons of solving a problem in a certain way
o Must be able to multi-task, work in high paced and deadline driven environment
o A results-oriented individual who thrives working in a fast-paced environment
o Must be willing to work in a fixed Night Shift schedule
o Must be willing to work in Ortigas Pasig City or Ayala Cebu City

PREFERRED KNOWLEDGE/SKILLS/ABILITIES :

o Strong understanding of GAAP taxes and multicurrency accounting
o Preferably with financial and accounting background
o Software and/or multifamily property management experience required
o Executive relationship management experience
o Familiarity with RealPage products and Salesforce a plus

The Implementation Data Analyst III is responsible for working with internal and external customers. This includes analyzing requirements and gathering deliverables to successfully complete the implementation, assisting the customer with completing required questionnaires, gathering appropriate data or content, selecting appropriate templates or centers for activation, and coordinating with other departments. The Implementation Analyst serves as a subject matter expert for implementation best practices on the product or service they are supporting.

Candidates are expected to master the skills required for data check in based on the following: Learn and master one primary
service type with all related sub types. Review, Analyze, and Check in a minimum of 6 sites per week. Which includes reviewing
the data, sending any initial questions, second round of questions, etc… without having the sites reviewed from a Senior IA or a Manager. Able to fully understand and speak to all sections of the spreadsheets required for data check in along with any other data requirements. Execute best practices which include appropriately wording initial questions for the client to review, time management, completing a Salesforce record appropriately, and being able to cover initial questions with the client on the phone if necessary.

Responsibilities for this position include but are not limited to the following :

o Manage multiple client implementations simultaneously
o Accurately forecast activation dates and manage implementation appropriately to meet release dates
o Provide superior customer service to all internal and external customers
o Perform system setup and configuration ensuring accuracy of complex data and multi system integrations
o Maintain advanced knowledge of each product for which they are responsible
o Interpret and understand client business requirements
o Assist client in determining best practices for setup and configuration to achieve client’s desired result
o Analyze legacy information and practices and configure appropriately in new environment
o Conduct review with customer prior to release to confirm acceptance of data and configuration
o Maintain accurate records of all communication received for each client
o Update activity records timely and accurately to ensure accurate reporting and client billing
o Manage defect or problem resolution to drive implementations to completion
o Notify management of any complications, missing data or system defects that might delay the implementation
o Identify and assist development with resolution and enhancements to workflow, scripts, or system defects
o Perform testing on new workflow, scripts, or solutions prior to implementation
o Provide project coordination as required for more complicated account setups to ensure successful completion
o Resolve complaints and answer questions from both internal and external customers
o Collaborate regularly with other departments to improve processes or procedures
o Ensure appropriate hand-offs and communication with Engagement Managers, Consultants and Account Management

Required Knowledge/Skills/Abilities :

o Coordinate with enterprise clients to gather required data from legacy system
o Manipulate Excel/CSV data to produce meaningful reports and information
o Perform data quality review to ensure all required data has been submitted and appears to be valid
o Identify and analyze data discrepancies and resolve appropriately
o Create scripts, templates, and tools to streamline and automate the conversion process
o Communication to client of deadlines for data delivery to meet conversion schedule requirements
o Collaborate with internal and external customers to identify requirements
o Management of multiple data migration projects within a given week
o Develop and maintain quality relationships and communication with client teams
o Facilitate data review and implementation meetings with client and participating RealPage implementation teams
o Assist the data migration team with analyzing and reformatting data received
o Assist the data migration team during peak periods by personally completing data migrations
o Create and maintain technical documents, checklists, and procedures for new and existing solutions
o Participate with testing of defect and bug fixes from development
o Assist in preparing admin reports used by leaders
o Act as POC of the team
o Communicate with management the status of assignments

Team Leader III is responsible for working across multiple product teams to implement end-to-end solutions for customers. This includes reaching out to clients, presenting them requirements, and gathering deliverables to successfully complete the implementation process. The Team Leader will provide product set-up guidance, manage customer solutions and adhere to project timelines. An understanding of financial reporting, custom report writing and budgeting will be necessary to successfully complete the required tasks. The team leader is instrumental in effectively communicating challenges to the appropriate departments to ensure positive ongoing client experiences.

The team leader will lead a team of Implementation Consultants who are subject matter expert and are responsible for data gathering, on-time implementations and backlog management. The Team Leader ensures the team stays on schedule, supervises end-to-end implementation process, ensures quality, manages customer issue resolutions, and provides employee coaching/problem resolution and drives activations to increase revenue.

Primary Responsibilities:

o Manage multiple client implementations simultaneously
o Accurately forecast activation dates and manage implementation appropriately to meet release dates
o Provide superior customer service to all internal and external customers
o Perform implementation tasks and assists with activations as needed
o Provide project management and coordination to ensure product activations are moving as quickly as possible
o Generate weekly and monthly performance reports
o Resolve complaints and answer questions from both internal and external customers
o Coordination of RealPage services including data conversion and training.
o Contributes innovative ideas to improve product, simplify processes and deliver services.
o Facilitate meetings, develops, and delivers presentations to clients and project teams.
o Identify issues as they emerge, determine appropriate course of action for resolution, and follow through to make sure the problem is resolved to the client’s satisfaction in a timely manner.
o Manage and schedule time to meet chargeability goals and maximize department profit.
o Assist with the creation and maintenance of implementation related documents, check lists and procedures.
o Train, coach, counsel, motivate and evaluate team members
o Assist Implementation Manager with forecasting, updating, and maintaining the monthly capacity and schedule
o Identify and assist development with resolution and enhancements to workflow, scripts, or system defects
o Assist in developing consistent implementation and project planning material for new hire onboarding.
o Collaborate regularly with other departments to improve processes or procedures

Required Knowledge/Skills/Abilities:

o Bachelor’s degree in Accounting or Finance, CPA is a plus
o Minimum of 5 years’ experience in financial or accounting position and implementation
o Minimum of 3 years’ experience as a team leader
o Strong organizational and time-management skills with the ability to handle multiple projects in a limited
time frame
o Must be detail oriented with strong organizational and analytical skills
o Technical skills and experience in financial reporting
o Excellent analytical abilities to grasp the key points from complicated details
o Advanced knowledge in Excel
o Outstanding verbal and written communication skills
o Ability to effectively communicate with Executive Level clients regarding project deliverables
o Ability to work overtime as needed to ensure deliverables are met
o Ability to travel to Richardson office once per year
o Must be able to multi-task, work in high paced and deadline driven environment
o Must be willing to work in a fixed Night Shift schedule
o Must be willing to work in Ortigas, Pasig City

Preferred Knowledge/Skills/Abilities:

o Accounting or Finance graduate
o Leadership experience
o Client facing, preferably consulting background
o Outstanding verbal and written communication skills
o Strong presentation skills

We're looking for a Director for Program Management to start ASAP. Successful candidate will be responsible for managing campaigns in job recruitment and sourcing in the US Markets. 

The role will take full ownership on:

• Manage overall day-to-day operations and deliverables of the organization, to ensure client satisfaction and operational goals and objectives are achieved.
• Advocate company vision, mission and principles through planning and execution, productivity management, employee engagement, leadership development and other various company activities.
• Develop quality improvement projects from conceptualization to execution.
• Build teams’ competencies in sourcing and recruiting, specialized by industry/client.
• Provide mentorship and supervision to Operations Managers, Section Managers, and Team Managers.
• Promote excellent relationships between the company and its clients.
• Liaise with client POCs to ensure alignment with program objectives and actual performance.

Details

We are offering Competitive Compensation and Benefits.

Experience Required for Your Success

Qualifications:

• At least 3 years experience as a Director / Leader ideally from the following environment and with a high degree of client engagement:
  • BPO/Call Ce​​nter
  • Recruitment/Headhunter Firms
  • Airlines
  • Sales/Insurance Firms
  • Advertising Firms
  • Shared Services   
• Deep knowledge in the principles of program/account/operations management, coaching, and mentoring
• Strong interest in building a career in recruitment process outsourcing (RPO) management
• Excellent communication skills both spoken & written
• Open to working for permanent nightshift schedule and occasional Saturday shift

Are you based outside of Metro Manila (Baguio, Clark Pampanga, Cebu, Davao, Bacolod, Iloilo, etc)?
You will be on WFH setup even under the new normal, with occasional Manila trips for Board Meetings, Quarterly and Annual Company events, etc.  

The Program Manager is responsible in retaining and growing his/her assigned clients by
1) achieving great results for the client,
2) building strong client relationships, and
3) ensuring high employee satisfaction and retention.
You will develop and communicate the vision and expectation levels to your unit members. Your strategy will be dependent on the client expectations and strategic corporate direction of the vision and goals. You are tasked to empower, select/recruit, coach and retain qualified leaders, front-liners, and support staff that will contribute to the business unit and company goals. You will integrate different team functions and ensure the high performance through feedback, training, and development. You will drive the profit & loss of your client portfolio ensuring that this meets company targets.

Tasks :

• Maintain & improve overall performance of the client accounts
• Maintain the client relationship at all relevant levels
• Prove & create real value through improved internal client performance or improved process to increase client's revenue or reduce client's cost
• Ensure that the employee satisfaction and wellness is high
• Maintain a healthy employee retention
• Develop employees and ensure leaders grow from within. Develop Managers for the next level
• Maintain P&L of their accounts inclusive of all support (TMs, QAs, reporting, buffers, etc.)

Requirements :

• At least 3 or more years Account Management and Operations Management experience
• Superior communication and problem-solving skills
• Ability to quickly understand a client's business processes
• Ability to build strong long term relationships with clients
• Willing to work in Makati for a permanent nightshift schedule and occasional Saturday shifts

Job Summary
The Operations Manager is responsible for leading teams and accounts they support. You will create and implement strategies that cater to both client expectations and the company's direction. You will be tasked to select, empower, coach, and retain qualified leaders, frontliners and support staff that will contribute to the business unit and company goals.

Tasks :

• Performance Management. Manage a team of recruiting managers and drive performance providing the best possible results for clients.
• Team Management. Build Team Managers' and Recruiters’ competencies in sourcing and recruiting, specialized by industry/client.
• Employee Development. Provide mentorship and supervision to Team Managers.
• Client Program Management. Promote excellent relationship between PSG and its clients.
  a. Ensure successful implementation, continual operation, and growth of accounts by collaborating with different work groups
  b. Assist client managers in maintaining positive client relationships
  c. Other duties include reports generation, analysis, and account implementation

Requirements :

• At least 3 years of Account Management and Operations Management experience, ideally from the following industries with heavy involvement in client engagement:
  a. BPO/Call Center
  b. Recruitment/Headhunting Firms
  c. Airlines
  d. Sales/Insurance Firms
  e. Advertising Firms
  f. Shared Services
• Deep knowledge in the principles of operations management, coaching, and counseling.
• Strong interest in building a career in recruitment process outsourcing (RPO) management
• Excellent communication and problem-solving skills
• Willingness to work in Makati on a permanent night shift and occasional Saturday shifts

Customer Service Representative

In this role, you'll be using your customer interaction skills to deliver excellent customer service.

Requirements

Customer Service Qualifications:

• At least 12 months BPO experience handling international account.
• At least high school diploma
• With strong communication skills (conversational, confident, spontaneous, relational)
• Strong comprehension and learning agility
• Able to work in a paperless environment with stringent compliance to information security measures
• Must be able to provide NBI clearance before start date

Position Purpose:
The Director of Operations serves customers by planning and implementing call center strategies and operations; improving systems and processes; managing staff.

Essential Functions and Responsibilities:

• Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
• Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.
• Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
• Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
• Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
• Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
• Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades./Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
• Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

The above statements are intended to indicate the general nature and level of work being performed by employees within this classification. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of employees assigned to this job. Employees in this job may perform other duties as assigned.

Minimum Job Requirements (Education, Experience, Skills):

• Have earned a Bachelor's College Degree of any field.
• Must have at least 2 to 3 years of relevant working experience handling the same position/field in a Telco Voice LOB (US Region)
• Previous related account management background in the call center industry is required.
• Must have experience in managing medium to large enterprise.
• Have strong leadership and communication skills.
• Must be amenable to work shifting schedules.
• Must be willing to work in Quezon City.
• Salary Range: Php 220,000 - Php 350,000 (benchmark can be based on the candidate’s current or previous compensation).

Position Purpose:
The Associate Director of Operations serves customers by planning and implementing call center strategies and operations; improving systems and processes; managing staff.

Essential Functions and Responsibilities:

• Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
• Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.
• Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
• Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
• Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
• Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
• Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades./Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
• Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

The above statements are intended to indicate the general nature and level of work being performed by employees within this classification. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of employees assigned to this job. Employees in this job may perform other duties as assigned.

Minimum Job Requirements (Education, Experience, Skills):

• Have earned a Bachelor's College Degree of any field.
• Must have at least 2 years of working experience as an Associate Director or Senior Operations Manager handling US Telco program/s.
• Program management background in the call center industry is required.
• Must have experience in managing medium to large enterprise.
• Have strong leadership and communication skills.
• Can resolve issues promptly.
• Must be amenable to work shifting schedules.
• Must be willing to work in Quezon City
• Salary Range: Php 120,000 to Php 200,000 (benchmark can be based on the candidate’s current/previous compensation)

Position Purpose:
The Operations Manager serves customers by planning and implementing call center strategies and operations; improving systems and processes; managing staff.

Essential Functions and Responsibilities:

• Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
• Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.
• Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
• Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
• Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
• Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
• Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.
• Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
• Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

The above statements are intended to indicate the general nature and level of work being performed by employees within this classification. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of employees assigned to this job. Employees in this job may perform other duties as assigned.

Minimum Job Requirements (Education, Experience, Skills):

• Bachelor’s Degree or completed at least 2 years in college
• At least 2 year(s) of related working experience handling US Telco program for Advanced Technical Support Line of Business – Voice.
• Strong command of the English language both spoken and written
• Possess strong problem-solving skills, leadership, professional maturity, communication skills and ability to work independently
• Amenable to work onsite – Quezon City
• Amenable to work in shifting schedule
• Salary Range: Php 70,000 to Php 100,000 (benchmark can be based on candidate’s current/previous compensation)

Position Purpose:
The Project Coach is responsible for entry level supervisory duties and the support and development of Customer Service Representatives. The incumbent will be responsible for executing recovery strategies for the attainment of department and team goals. This position will be responsible for monitoring client calibrations, quality related coaching and providing feedback.

Essential Functions and Responsibilities:

• Utilizes the Company's Coaching Model to perform trend and root-cause analysis of both individual and team performance, formulates recommendations and action plans. Provides ongoing training for performance improvement.
• Executes Recovery strategy to achieve the company's objectives and individual/team goal attainment. Manages daily work map / flow and continually monitors productivity and proper execution of calls to ensure client accounts are worked timely in accordance with contractual agreements and strategies.
• Performs supervisory functions that include the mentoring and motivating of Collectors as well as addresses any attendance or scheduling challenges. Prepares and delivers informal and formal counseling on job performance, behavior and quality issues.
• Reports performance results for assigned project team of representatives. Prepares appropriate documentation for quarterly and annual reviews.

The above statements are intended to indicate the general nature and level of work being performed by employees within this classification. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of employees assigned to this job. Employees in this job may perform other duties as assigned.

Minimum Job Requirements (Education, Experience, Skills):

• Bachelor’s Degree or completed at least 2 years in college
• At least 1 to 2 year(s) of confirmed Team Leader experience handling any of the following Line of businesses:
  • US Telco Sales Chat
  • US Telco Sales Voice
  • US Telco Customer Service
• Strong command of the English language both spoken and written
• Possess strong problem-solving skills, leadership, professional maturity, communication skills and ability to work independently
• Amenable to work onsite – Quezon City site.
• Amenable to work in shifting schedule
• Standard Salary: Php 36,000 Basic Pay plus Php 5,000 total allowances.