JOB SUMMARY

The Team Leader, Operations leads and motivates a team to optimum performance levels to achieve targets contributing to the company’s objectives.  They provide clear and concise direction, support, and guidance to the team through effective coaching, leadership, and setting SMART objectives

DUTIES AND RESPONSIBILITIES

• Confidently and effectively deliver coaching and constructive feedback to employees to increase engagement and improve performance, including, as required, corrective action through disciplinary processes
• Involvement and collaboration on new strategies and/or process improvements to better the team’s performance
• Daily, weekly and monthly reports are provided at both internal and external client levels
• Flexible team player with respect to scheduling and willing to invest additional time into the team when necessary; including coverage when required and support in team hours tracking/progression throughout each month
• Assist team members to ensure service level agreements are adhered to and performance metrics met, including, but not limited to taking escalated Supervisor calls, evaluating call recordings, and QA call review, if applicable based on client requirements
• Creating and/or facilitating team huddles, presentations, and team contests to engage our team and/or clients
• Ensure all employees are in line with Regulatory Compliance, Quality, and CBT requirements
• Assist and participate in the recruiting, training, and onboarding of employees, when required
• Champion company core values and other company programs to engage and motivate our employees

SKILLS, EFFORTS, COMPETENCIES, AND OTHER SPECIFICATIONS

• Minimum of 2 years post-secondary or equivalent is required
• Previous experience in an Agent and/or Customer Service role
• Previous experience in leadership or managerial experience would be an asset
• Expresses and transmits information with consistency and clarity, using active listening techniques in order to effectively understand provided feedback; summarizes information according to the audience in order to promote engagement and increase understanding.
• Provides superior service to both internal and external customers.

WORKING CONDITIONS

• Works in a well-ventilated office
• Work from home, if applicable
• Must be flexible to work on various shifts as required
• Frequent sitting, talking on the phone, repetitive typing and writing

JOB SUMMARY:

A quality Assurance (QA) Analyst is responsible for assessing the quality of the performance of our associates who deal with our existing and potential customers. The QA Analyst will monitor inbound/outbound calls and email responses to assess associates’ demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. The QA Analyst will assist in developing, creating, and implementing call center quality processes and procedures; as well as making recommendations for enhancements to training materials as needed to enhance the overall customer experience.

DUTIES AND RESPONSIBILITIES:

• Coordinate the activities of any applicable departments to ensure that all quality deadlines are met
• Support the efforts of senior management and operations
• Create uniform and consistent procedures and systems in all aspects and areas of Company functions
• Produce & analyzes statistical data for Company incentive programs
• Complete random audits on client portfolios or specific Agents and review results with the appropriate MC or Senior Management
• Notify the appropriate MC or senior management of any malpractice by an Agent, as identified in the audit process, so that training or disciplinary action may be undertaken as is appropriate
• Record and communicate changes to the Quality Management System to all affected departments within the Company
• Work with employees in each department to improve systems and processes
• Conduct audits of the processes of the Quality Management System to ensure systems are in place, and to identify areas of non-conformance
• Identify opportunities for training on Quality processes and ensure that staff are trained and tested to meet Company requirements
• Champion company core values and other company programs
• Other duties as assigned

SKILLS, EFFORTS, COMPETENCIES, AND OTHER SPECIFICATIONS:

• High School Diploma or Equivalent
• College Diploma or University Degree
• Minimum six months of experience in an Agent position or equivalent work experience
• Previous quality-related experience within or outside of the Company
• Able to apply the technical knowledge and skills required in the specialist and a professional job role and responsibilities in order to achieve the expected outputs.
• Provides superior service to both internal and external customers.

WORKING CONDITIONS:

• Works in a well-ventilated office
• Work from home, if applicable
• Must be flexible to work on various shifts as required
• Frequent sitting, talking on the phone, repetitive typing and writing

JOB SUMMARY

The Branch Recruiter is responsible for managing the full cycle recruitment process in strategically finding the best talent to join the organization while driving to reach the team hiring goals. This entails sourcing and screening candidates, coordinating interviews and assessments, and facilitating offers and employment negotiations, all while ensuring a positive candidate's experience. In addition, the Branch Recruiter will create partnerships and maintain communication with the management team, external vendors, and various government agencies to effectively facilitate the recruitment process.

DUTIES AND RESPONSIBILITIES:

• Deal with candidates and third party representatives in a professional and appropriate manner in accordance with the Company's Mission Statement, Promise of Performance, Core Values, and Company policy
• Source candidates through a variety of different recruitment  channels to build a robust candidate pipeline
• Full cycle recruitment process including screening, interviewing, administering assessments, extending offers, and completing any pre-employment checks required
• Facilitate and participate in open houses / virtual hiring events/career fairs for recruitment campaigns, when required
• Develop, coordinate, and administer various Company programs (i.e. referral programs)
• Filing employment documentation into permanent employee files and/or uploading documentation to candidate profiles on the HRIS system
• Maintain the Company’s Human Resources Information System on a daily basis.
• Assist in the development and implementation of candidate surveys as requested by senior management.
• Champion company core values and other company programs
• Other duties as assigned

SKILLS, EFFORTS, COMPETENCIES, AND OTHER SPECIFICATIONS:

• High School Diploma or Equivalent
• College Diploma or equivalent in the Human Resource field would be an asset
• Minimum six (6) months Bill Gosling Outsourcing experience in an Agent or Administrative position, or equivalent work experience
• Previous Human Resources or Recruitment experience preferred, but not required
• Provides superior service to both internal and external customers.

WORKING CONDITIONS:

• Works in a well-ventilated office
• Work from home, if applicable
• Must be flexible to work on various shifts as required
• Frequent sitting, talking on the phone, repetitive typing and writing

Responsibilities:

• Design, develop and implement RPO training materials.
• Measurement/Evaluation of Trainees.
• Assess training content and make recommendations for improvement.
• Partner with RPO leadership to conduct needs analysis, and develop training solutions, including curriculum development to address the needs of the organization.
• Keep current on best-in-class trends in learning methodology, as well as the staffing/recruiting/RPO industry.
• Liaise with TLs and Managers to identify nonperforming associates and identify areas of improvement/build customized training programs

Minimum Requirements:

• At least 3 years of experience in New Hire Training, Product Training,
• Bachelor’s degree
• Communication and/or Culture Language training in an RPO environment
• Excellent interpersonal, presentation, and oral/written communication skills
• In-depth knowledge of MS Office Suite, including very strong PowerPoint, Excel, and Word skills
• Familiarity with various training and media tools

Responsibilities:

• Responsible for managing a team and the accounts that they will support.
• Take full ownership of supervising, managing, and motivating team members and ensure effective collaboration and achieving goals.
• Act as the performance improvement driver and inspire positive changes in people management.
• Ability to articulate real-time solutions for difficulties occurring during day-to-day operations like market penetration, pay rate analysis for difficult to fill positions, device sourcing strategies for large projects.
• Acts as an escalation point for matters concerning RPO operations.
• Develop metrics, reporting mechanisms and continuous improvement strategies to effectively measure, track and report to goals.
• Experience in modern trends in recruitment like social media and other free sources.

Minimum Requirements:

• At least 4+ years of solid experience managing a team in an RPO environment managing multiple accounts.
• Bachelor’s degree
• Excellent communication skills, both spoken & written.
• Has strong Analytical skills and Leadership qualities.

Responsibilities:

• A recruiting manager works jointly with recruiters and oversees the sourcing, interviewing, hiring, and onboarding processes.
• Responsible for managing a team and the accounts that they will support.
• Take full ownership of supervising, managing, and motivating team members and ensure effective collaboration and achieving goals.
• Act as the performance improvement driver and inspire positive changes in people management.
• Ability to articulate real-time solutions for difficulties occurring during day-to-day operations like market penetration, pay rate analysis for difficult to fill positions, device sourcing strategies for large projects.
• Manage daily catch-up calls with account managers and provide updates as per the need and present meaningful analytics.
• Acts as an escalation point for matters concerning RPO operations.
• Develop metrics, reporting mechanisms and continuous improvement strategies to effectively measure, track and report to goals.
• Experience in modern trends in recruitment like social media and other free sources.
• Maintain a fine balance of source mix, manage SLAs.
• Will also be responsible for owning key reports to client leadership like daily order reporting, demand fulfillment report, Recruiter performance – PIP reporting, order cancellation report.

Minimum Requirements:

• At least 10+ years of solid experience managing a team in an RPO environment managing double accounts into various industry verticals.
• Bachelor’s degree
• Sound knowledge of US labor laws and consulting contract types in the US market
• Strong leadership and team management skills
• Ability to make sound decisions quickly and efficiently
• Experience with the use of applicant tracking software and HR databases
• Knowledge of social media and professional networks
• Able to communicate effectively, both verbally and in writing
• Ability to prioritize and manage time efficiently
• Excellent communication skills, both spoken & written.
• Has strong Analytical skills and Leadership qualities.

Job Description

Responsible for resolving issues related to troubleshooting of the application and devices used (iPad, tablet, mobile phone, etc), transaction inquiry, reconciliation, and account flow.

Qualifications:

• At least Highschool Graduate or SHS Graduate
• If College Graduate, preferrably finished IT or Computer Science Course
• With at least 6 months Technical Support Representative Experience
• Should have experience in troubleshooting iOS/Android devices
• Experience in fixing desktops and O.S installation is preferred but not required.
• Highly motivated and should be flexible in terms of working in different shifts
• Good to excellent communication skills

Assets:

Knowledge in Mac OS X and iOS Experience with Salesforce.com Retail experience Hospitality experience eCommerce experience.

Benefits:

• Weekly attendance bonus
• HMO after 1 year of service
• Accidental Life Insurance after 6 months
• Monthly performance-based incentive

As a Sr Manager, Delivery Excellence your expertise will help the company's clients align their people, processes, and technology with a business strategy, and vision, for future success

The Sr Manager, Delivery Excellence proactively with clients, Company deals, and delivery teams to solution and deliver on transformation solutions like Robotics Process Automation, AI-enabled Conversation Bots, etc. Based on the client's strategic objectives, you'll improve performance across their business through reshaping processes, transforming the organization, and using enabling technology effectively.

• Driving improvement initiatives that positively impact client satisfaction & business profitability.
• Identifying areas of improvement and facilitating improvement projects which can result in significant improvement in profitability.
• Solving business problems through innovative & sustainable solutions.
• Identifying process gaps & automation opportunities.
• Oversee and manage automation initiatives from assessment up to deployment.
• Project managing improvement efforts across multiple locations and maintaining consistency in effort & implementation.
• Interfacing with leadership/clients and identifying opportunities for value.
• Driving effective Change Management for a stable & consistent delivery – Zero surprise operations.
• Train, mentor, and certified Six Sigma Yellow belt and Greenbelt candidates.

JOB DESCRIPTION:

1. Manage the Innovation initiatives for assigned accounts/vertical (preferably on the Healthcare Vertical)
2. Lead the overall planning, management, execution, and sustenance of identified initiatives (automation and/or process improvement)
3. Provide value and visibility with both the clients and business and align all initiatives with pain points, challenges, client roadmap, future direction, among others
4. Exhibit various methodologies such as Design Thinking, Agile, Change Management, Entitlement Studies/Art Of Possible, Six Sigma, Solutioning, among others based on the opportunities at hand
5. Lead and conduct ideation and co-innovation sessions with the business and/or client
6. Conduct various Innovation training on identified audience

As a Sr Transformation Consultant, your expertise will help the company's clients align their people, processes, and technology with a business strategy, and vision, for future success.

Sr Transformation Consultants work proactively with clients, Company deals, and delivery teams to solve and deliver on transformation solutions like Robotics Process Automation, AI-enabled Conversation Bots, etc. Based on the client's strategic objectives, you'll improve performance across their business through reshaping processes, transforming the organization, and using enabling technology effectively.  

As a Sr Transformation Consultant, you are a trusted business advisor, responsible for working with clients to identify strategic capabilities that create a competitive advantage. These capabilities may come in the form of process, information technology, organization enablement, or knowledge. You'll use best practices, benchmarking, and consultative tools to identify, align and change the factors that affect organizational performance, stability, and team, to develop comprehensive strategic and tactical transformation recommendations

ESSENTIALS:

• Comprehensive understanding of Business Process Outsourcing services & associated channels
• Strong expertise in domains like Healthcare, Insurance, Banking, Technology, Automotive, Media & Comms, Travel tourism & hospitality, etc
• Experience assessing client’s strategy, processes and maturity level from a business, operations and technology perspective and make appropriate and compelling recommendations for change
• Strong understanding of Robotics Process Automation platforms like UI Path, Automation Anywhere, Blue Prism, Pega RPA
• Strong understanding of AI enabled Conversation Bots (Chat Bots, Email Bots, Social Bots, Knowledge Bots, etc) – IBM Watson, Amazon Lex, etc
• Demonstrated ability to apply the right technology to solve business challengesDemonstrated knowledge of the multiple channels that support effective business operations for driving better customer experience
• Strong presentation skills and experience in initial sales meetings, client orals, visits, Due Diligence and Consulting engagements Experience in Oral presentations for existing account client leadership and new deals  

EDUCATION AND REQUIRED SKILLS:

• 4 Year Degree or equivalent experience
• Minimum 2 Years Consulting experience Business Analyst certification on any of the leading RPA Platforms (UI Path, AA, BP)
• Expertise in conducting process discoveries
• Experience delivering Transformation proposals/presentations and conducting workshops with C-Suite level and below
• Expertise in writing Process Desing Documents.
• Strong understanding of Agile Framework
• Experience and demonstrated results in Due Diligence streams or similar engagements in client operation
• Excellent verbal and written communication skills
• Strong PowerPoint and Excel skills

Duties and Responsibilities:

• Plans and manages the employee activities of the LR team, including training needs
• Plans the approach and manages internal and external cases
• Coordinates and collaborates with stakeholders for all cases
• Does the annual planning and budgeting for the Labor Relations team
• Coordinates and collaborates with external legal organizations for compliance
• Ensures innovative ways of resolving cases
• Coordinates and collaborates with third party providers/legal outfits
• Develops team members for efficiency, effectiveness and career growth

Requirements:

• Bachelor’s degree
• Must have a law background
• With at least 2-3 years of relevant work experience in Labor Relations or must have a working knowledge of PH Labor Laws
• Preferably a lawyer
• Good communicator
• Able to independently manage team members and cases, both internal and external
• Proficient in Microsoft Office, especially in MS Excel
• Ability to exercise sound, independent judgment
• Strong Interpersonal skills
• Understanding of HR concepts especially employee experience and change management
• Resourceful, very organized, results-driven and solutions-oriented, follows through on commitments
• Highly proficient meeting management skills
• Willing to work in Commonwealth Quezon City
• Willing to work on GRAVEYARD SCHEDULE

WHAT YOU’LL DO

The Implementation Consultant provides subject matter expertise for assigned customer implementations, for the Company's Utility Management Solution. The Consultant provides best practice guidance, conducts business process workshops designed to document current client workflow and new workflow, manages customer deliverables, adheres to project timelines, and helps configure the systems accordingly. The Consultant is responsible for data analysis, on-time implementations, and backlog management for assigned customers.

PRIMARY RESPONSIBILITIES

• Deliver a customer-focused onboarding experience
• Deliver on-time implementations, per agreement with customer
• Accurately forecast activations and update backlog on a weekly basis
• Support clients through the implementation process to achieve a high level of client satisfaction.
• Identify and escalate to your leader, issues or risks to assigned implementations
• Follow through on commitments
• System configurations

REQUIRED KNOWLEDGE/SKILLS/ABILITIES

•  Bachelor’s Degree graduate of any four year course
• With at least 3 years experience in a Project/Software Implementation and or Account Management
• Outstanding verbal and written communication skills
• Highly committed on providing superb customer service
• With client facing, preferably consulting experience (international), account management or handled international clients
• Must be willing to work in a fixed Night Shift schedule-Non Negotiable
• Must be flexible in terms of work arrangement (Work On-Site, Work From Home or Hybrid)

Job Description:

Responsible for resolving issues related to troubleshooting of the application and devices used (iPad, tablet, mobile phone, etc), transaction inquiry, reconciliation, and account flow.

Qualifications:

• At least Highschool Graduate
• With at least 6 months Technical Support Rep exp.
• Should have experience in troubleshooting iOS/Android devices.
• Good to excellent communication skills.

Salary and Benefits:

• Php 23,000 probationary package
• Weekly attendance bonus
• HMO after 1 year of service
• Accidental Life Insurance after 6mos
• Monthly performance-based incentive

Qualifications:

• Bachelor's Degree/College Graduate of IT or Computer Science
• At least 1 year experience from a Technical support campaign.
• Experience in fixing desktops and O.S installation is preferred but not required.
• Highly motivated and should be flexible in terms of working in different shifts.
• Excellent communication skills both oral and written.
• Preferably no attendance issues with past employer/s
• Assets: Knowledge in Mac OS X and iOS Experience with Salesforce.com Retail experience Hospitality experience eCommerce experience

Salary and Benefits:

Salary Range: Php 17,000 to Php 20,000
Work setup: Onsite, GY shift, with equipment
HMO Benefits

JOB DESCRIPTION: The Workforce Manager will be responsible for managing schedule adherence, service level, absenteeism, and other applicable service and efficiency metrics in accordance with company policies, procedures, and client expectations.

This includes but is not limited to:

• Forecasting and preparing for voice and non-voice volume and monitoring seat occupancy, average handle time, and other factors to manage performance.
• Determine resource and space requirements for all operational teams dealing with customer contacts, ensuring that shifts are aligned to customer demand and are commercially viable to ensure optimum service is delivered.
• Own the daily, weekly, and monthly planning cycle and subsequent reporting to balance resource to reach the required service level targets.
• Extract necessary data from tools and generate report/s as needed.

Job Qualifications/Competencies:

• Bachelor’s degree in Business Administration, Management, or any related field.
• Minimum of 5+ years in contact center WFM environment and a minimum of 1+ year in a management leadership capacity.
• Experience with NICE WFM systems as well as proficiency in Microsoft Office, particularly Excel (ie pivot tables, VisualBasic and Macro’s) and Windows.
• Workforce experience relative to long and short-term forecasting, scheduling, vendor requirements, real-time traffic, and intraday management.
• Ability to work successfully in an outsourced vendor environment while achieving performance expectations. · Coaching and development skills.
• Experience working in an enterprise and matrixed hierarchy. · Excellent leadership and collaboration skills. · Amenable to work Night Shift 
• Amenable to work onsite (Makati or San Juan) 

QUALIFICATIONS:

• At least High School/ Senior High School graduate
• With at least 6 months BPO experience
• Have good English communication skills
• Have working knowledge of computers
• Have good customer service, multi-tasking, and problem-solving skills
• Are willing to work in shifting schedule

Here’s what’s in store for YOU!
• Paid training
• Competitive salary
• Monthly performance incentives
• Benefits after six (6) months
• Vacation entitlement upon hire
• Career pathing and advancement opportunities