Your day-to-day activity :
• Answering incoming calls from customers
• Resolving customer inquiries/requests
• Developing and maintaining accurate files
• Ensuring customer requests are handled in an appropriate and timely manner
• Utilizing various company and client-based tools and applications for customer management and servicing
• Providing cutting-edge service in a friendly, confident and knowledgeable manner

You may be our next CSR :
• Are at least a High School graduate or College graduate/undergraduate
• Have experience of at least six (6) months in the BPO industry
• 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

Position Purpose:

Deliver training to existing and newly hired employees to prepare for essential duties and tasks. Model company and client expectations by creating a welcoming environment that enables students to reach their maximum potential.

Essential Functions and Responsibilities:

• Deliver training and instruction to engage and stimulate existing and newly hired employees in a manner that promotes the transfer of knowledge and application of skills. Instructors promote retention through effective use of questioning, presentation, and facilitation skills and providing feedback and coaching that enhances performance. During instruction, provide and manage an environment that fosters trust, learning, and performance.
• Plan and prepare for instruction making sure that appropriate instructional methods and materials are used for specific mode of learning. Assess student learning and performance using evaluation models and tools appropriate for the environment.)
• Mentor and coach apprentice instructors; train newly assigned instructors; coordinate training activities including operation, quality, and HR presentations.

Minimum qualifications:

• At least 2 years completed in college with a minimum 2 years work experience of the same nature and/or title in a BPO setting
• Amenable to work on site in Commonwealth Q.C.
• Amenable to work on a night schedule
• Skill in verbal and written communication to analyze, interpret, and address training needs
• Knowledge of PC applications such as MS Office, Tableau, etc.
• Ability to work in a dynamic and time-critical environment
• Ability to be flexible and quickly adapt to changing business needs and processes

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

EDUCATIONAL & PROFESSIONAL ATTAINMENT:

• At least Highschool (Old Curriculum) or Senior Highschool Graduate
• Everyone is encouraged to apply even without work experience
• Have good English communication skills
• Have good customer service, multi-tasking and problem-solving skills
• Are willing to work onsite

NOTE: For applicants falling under the new K-12 curriculum, you should be graduates of Senior HS because sadly Junior HS graduates will not be accepted. However, for applicants under the old (before K-12) curriculum, HS graduates are welcome to apply.

Responsibilities:

• Record, and score pursuant to the SOPs, enter scored observations into TCS-maintained scorecards (the “TCS Scorecards”); input recordings of all scored calls, chats, and email threads and TCS Scorecards into the system pursuant to the SOPs
• Perform after-call surveys of the customers pursuant to the SOPs using the systems and technologies set forth therein
• Provide to Contractor’s management team a summary of observations and TCS Scorecards that will be used to measure metrics for customer experience and agent development
• Within 10 calendar days of the end of each month, provide the management team the data analysis of TCS Scorecards, after-call surveys and other monthly reports in a format reasonably requested by the client. Scorecards will be calculated in accordance with criteria set forth in the SOPs.
• Provide TCS Scorecard scoring results and recorded calls, chats, and emails to the Agent for coaching and acknowledgment, including survey results from surveys conducted by the client and provided to TCS
• Provide Agent coaching for improvement to (i) ensure the accuracy of billing and order entry for new products, services, plans and promotions; (ii) ensure that concerns identified in customer satisfaction surveys and TCS Scorecards are adequately remedied; (iii) ensure that issues identified by the mystery shoppers are adequately addressed; and (iv) ensure that issues identified by the client’s internal stakeholder surveys are adequately addressed
• Compile error reports for review by Contractor management and for use in coaching agents  
• Participate in meetings in accordance with the Governance Model regarding requirement gathering, review and implementation
• Audit for compliance, maintain information (including TCS Scorecards) on error types and reasons for errors to provide feedback to managers, employees; make all information available for validation and audit.
• Participate in bi-monthly calibration calls to compare TCS Scorecard scores to make sure scoring is standardized and does not become subjective

Qualifications (Knowledge, Skills, and Abilities):

• Must be knowledgeable in telecommunications industry, products, services, and customer service activities. Promote sales, retain customers, and ensures customer satisfaction.
• Demonstrate ability to listen effectively and verbally communicate information regarding numerous products and procedures provided by the company for customers and/or interaction with service personnel; demonstrate ability to accurately log verbally received information in written and/or electronic format. Communicate effectively when handling customer inquiries/complaints or when communicating with service in other departments. Excellent command of the English language required. Multi-language speakers encouraged.
• Must have knowledge in windows applications such as but not limited to Excel, Word, Outlook, and Access database applications. Competent using technology-based applications i.e., Internet, cell phones, or equivalents. Staying up to date on the latest data/entertainment technology and devices, such as Wi-Fi, data services, TV entertainment devices a must. Ability to use a keyboard and 10-key calculator proficiently.
• Must be able to work well with others under stressful, time restricted conditions, displaying patience and tolerance to relay and obtain information and create and maintain positive rapport with customers and co-workers.  Must have problem-solving skills, work well in a team-oriented environment, and provide an excellent customer experience.
• Adherence to Company policies and procedures regarding customer service, product lines/campaigns/promotion, collections, design, installation, repair, commercial accounts, associated billing systems and databases, as provided and recommended. Ability to support and promote the company’s Declaration of Principles, Basic Principles and Company Code of Business Conduct and Ethics. Must be able to Adhere to company confidentiality, proprietary and customer account information.
• Demonstrate consistent, reliable attendance by showing up for work as scheduled with a positive enthusiastic attitude. Ability to work a rotating schedule.  

Job Requirements:

• Bachelor’s degree
• 4 plus years operational experience working in a customer service call center environment
• Minimum 1-2 year of Quality Auditor experience in call center.
• Ability to work collaboratively and partner with staff, employees, peers, leaders,
• Excellent interpersonal, communication, negotiation skills; team oriented; influencing skills
• May be required to work off hours and be on call 24/7.
• Strong communication skills, including communications with peer, staff, customers, and upper management

What you’ll get:

• 400k Medical HMO Insurance effective on Day 1
• P 10,000.00 Worth of Medicine Reimbursement on top of the HMO
• Career Growth & Development: Acquire growth through various trainings other than account specific (Lean six sigma/Black belt training) and move up the ladder through IJPs and promotion opportunities.

Highlights:

• Competitive salary package and HMO Benefits
• Direct hire
• Willing to join asap
• Amenable to work in shifting schedule

Responsibilities:

• Handles escalations and helps customers and end-users as requested
• Remains available, approachable, and visible throughout the day to mentor, assist and coach the team as required
• Utilizes key performance indicators to coach, develop and improve the performance of team members
• Conducts regular meetings with staff to communicate team as well as Service Center related changes and updates
• Provides staff members with performance goals and regular feedback in support of departmental goals
• Writes and delivers periodic and annual (formal) performance evaluations in accordance with prescribed timelines
• Coordinates training to support developmental needs identified through performance evaluation vehicles and assists in the development of training, educational and reference materials
• Works collaboratively with peer managers and support personnel (WFM and QA) to ensure that department processes, procedures, practices, and performance measures and evaluations are consistently applied and managed across the entire Service Center
• Initiates, completes, and monitors progress of projects assigned
• Coordinate and facilitate problem solving across functional departments to ensure customer issues are properly addressed while protecting the integrity of TCS Client and its programs.
• Identifies needed areas of change and makes recommendations to improve operational practices
• Assists with the development of departmental guidelines, procedures, and practices
• Assists in the selection process for filling Service Center job vacancies
• Performs other, related work as assigned.

Qualifications:

• Bachelor’s degree
• 4 plus years operational experience working in a customer service call center environment
• Minimum 1-2 year of Team Leader experience in call center.
• Ability to work collaboratively and partner with staff, employees, peers, leaders,
• Excellent interpersonal, communication, negotiation skills; team oriented; influencing skills
• Effectively leads, motivates, and provides constructive feedback and direction
• May be required to work off hours and be on call 24/7.
• Strong communication skills, including communications with peer, staff, customers, and upper management

Good-to-have:

• Strong leadership and people management skills
• Experience in the Telecom industry and/or Australian geography
• Strong results orientation and decision-making skills (driving to deadlines, financial targets, project goals, etc.)
• Excellent interpersonal, communication, negotiation skills; team oriented; influencing skills
• Broad business knowledge and experience
• Ability to manage multiple priorities simultaneously
• Ability to work independently

What you’ll get:

• 400k Medical HMO Insurance effective on Day 1
• P 10,000.00 Worth of Medicine Reimbursement on top of the HMO
• Career Growth & Development: Acquire growth through various trainings other than account specific (Lean six sigma/Black belt training) and move up the ladder through IJPs and promotion opportunities.

Highlights:

• Competitive salary package and HMO Benefits
• Direct hire
• Willing to join asap
• Amenable to work in shifting schedule

Job Description / Responsibilities:

• Strong Performance and People management abilities
• Create and implement action plans for the processes and people not performing up to the desired level
• Must have strong knowledge of Contact center matrices and should be able to create strategies for effective operations.
• Must have strong data analytic skills
• Coach and develop a team agent managing customer data queries/complaints/escalations for a loyalty Business
• Ensure timely deliverables through daily reviews
• Analyze daily performance indicators and encourage awareness and performance improvements
• Manage performance objectives through the use of various Quality Tools
• Manage and exceed all primary & secondary metrics including Client SLAs & Internal SLAs
• Provide leadership, guidance, and feedback on individual performance using various coaching tools and client / internal feedback
• Strong interpersonal skills, as well as verbal and written skills, required
• Participate in various projects and continuous process improvement activities
• Participate/lead client discussions in various forums like business reviews
• Knowledge of quality improvement process including best practice methodologies will be preferred
• Proven ability to make sound business judgments
• Strong execution skills with a focus on clear, realistic & time-bound actions (SMART) goals
• Working knowledge of MS Excel and Powerpoint

Qualifications:

• Bachelor of Science/Master of Science or any other relevant degree in life sciences
• Must have at least 5-7 years of experience in Customer Service and Collections
• Must have end to end knowledge of   US Hospital RCM (Pre-registration, Customer Service, Correspondence, Self-Pay Collections)
• Must have excellent communication skills and should have managed international clients
• Must have experience in managing Contact center processes
• Must have strong knowledge of Contact center metrics and should be able to create strategies for effective operations
• Must have strong data analytic skills
• Expertise in Client Servicing and he/she should have had sufficient exposure to interaction with the client and discussing quality and performance metrics on a daily/weekly/monthly basis
• Independently manage the team with minimum or no supervision and be able to achieve process SLA’s and KPI's
• Previous experience in setting up and managing a new process independently and interacting with key stakeholders
• Experience in having implemented process improvement initiatives in the past to cover gaps or bring about a quantum shift in quality or efficiency of operations
• Strong analytical skills required as well as the ability to take statistical data and infer organizational implications required
• Should have a clear understanding of the Team management Role and must have Proven Coaching abilities
• Strong Product & Process knowledge

What you’ll get:

• 400k Medical HMO Insurance effective on Day 1
• P 10,000.00 Worth of Medicine Reimbursement on top of the HMO
• Career Growth & Development: Acquire growth through various trainings other than account specific (Lean six sigma/Black belt training) and move up the ladder through IJPs and promotion opportunities.

Highlights:

• Competitive salary package and HMO Benefits
• Direct hire
• Willing to join asap
• Amenable to work in shifting schedule

Job Description / Responsibilities:

• Achievement of overall Quality Score (Client Goal) and client quality metrics defined in SOW
• Maintain internal Quality monitoring tracker & send reports as per the frequency agreed upon
• Completion of Quality audit targets assigned as per the agreement
• Conduct calibrations with internal stakeholders & clients as per the agreement
• Analyze performance indicators and encourage awareness and performance improvements
• RCA to be completed on Fatal (Non-Compliant) errors within the agreed timelines
• Conduct training needs analysis and conduct refresher training
• Keep a track of process changes and update the same in the relevant SOPs and get them approved
• Process improvement/Value Add/ Initiatives (Kaizen/GB projects)
• Create and foster a trusting and engaging work environment
• Create inspiring & innovative concepts and process re-engineering opportunities
• Provide leadership, guidance, and feedback on individual performance using coaching tools and customer feedback
• Build and ensure a culture of accountability, integrity, and respect
• Support as a Trainer in absence of a designated Process Trainer or a case where the additional trainer is required by the unit and abide by the responsibilities which have to be catered to as a Process Trainer

Qualifications:

• Bachelor of Science/Master of Science or any other relevant degree in life sciences
• Must have at least 5 years of experience in quality management, especially for Contact center.
• End to end knowledge of US Healthcare – Hospital RCM (Pre-registration, Customer Service, Correspondence, Self-pay-Collections
• Must have excellent communication skills and should have managed international clients
• Strong analytical skills required as well as the ability to take statistical data and infer organizational implications required
• Should have a clear understanding of the Quality Assurance role and must have Proven Coaching abilities
• Strong Product & Process knowledge

Good-to-have:

• Robust experience in quality management, especially for Contact center
• Ability to measure and assess training needs
• Excellent Communication skills, Facilitation, and Presentation skills
• Excellent interpersonal skills and the proven ability to build and maintain strong and effective customer and internal relationships. Open to work on weekends
• Strong analytical skills required as well as the ability to take statistical data and infer organizational implications required
• Should have a clear understanding of the Quality Analytics role and must have Proven Coaching abilities
• Client Management skills
• Good with MS Office (Excel, Word & Powerpoint)
• Ability to work effectively in ambiguity, shifting priorities, and multiple deadlines
• Valid US Visa

What you’ll get:

• 400k Medical HMO Insurance effective on Day 1
• P 10,000.00 Worth of Medicine Reimbursement on top of the HMO
• Career Growth & Development: Acquire growth through various trainings other than account specific (Lean six sigma/Black belt training) and move up the ladder through IJPs and promotion opportunities.

Highlights:

• Competitive salary package and HMO Benefits
• Direct hire
• Willing to join asap
• Amenable to work in shifting schedule

Expectations from the Role:

As an SAP PS/IM  Delivery Team Member in a Global environment, your work requires excellent team skills, since you will work in close collaboration with designers, developers, architects, and users in other teams all over the world.

1.  Requirement Gathering & Standard Solution 

• Your primary area of responsibilities is ePPM. However, you are expected to understand and support in other Integration areas
• Understand current pain points in process and provide solution
• Analyze and propose optimal design changes to improve the existing solution
• Provide Analysis, Configuration, Testing, Rollout, Training and Documentation when involved in project work
• Develop and drive the implementation of SAP ePPM best practices and standards. Engage and support good experience exchange between sites.
• Configuration of ePPM module as fas as possible in standardize solution.

2.  Stakeholder Management

• Maintain good and meaningful communication/relationship with stakeholders. Support and address all types of requests from Stakeholders driving them with proper manner and attitude.
• Build up the relationship with super users and local process drivers
• Conduct regular meeting with super users to keep them informed of current solution and issues

What you’ll get:

• 400k Medical HMO Insurance effective on Day 1
• P 10,000.00 Worth of Medicine Reimbursement on top of the HMO
• Career Growth & Development: Acquire growth through various trainings other than account specific (Lean six sigma/Black belt training) and move up the ladder through IJPs and promotion opportunities.

Desired Competencies (Technical/Behavioral Competency):

• At least 8-10 years experience of S/4 HANA ePPM, with Implementation/upgrade experience.
• Experience with EPPM Suite business processes and various related industry experience
• Excellent understanding of project scenarios of customer projects and Investment projects
• Experience with EPPM Suite business processes and various related industry experience
• Candidates should have expertise in at least one (ideally more) of the following solutions: CPM, PPM, MRS, PS
• Ability to configure ePPM configuration and Master data.
• Decision-Making capabilities using Portfolio Management by quantifying the qualitative information.
• Light-weight Project Management suitable for running Projects with Professional Resources
• Resource Management of Professional Resources.
• In the end-to-end implementation, undertaken roles in all key phases from Project Preparation, Business Blueprint, Realization, Final Preparation, Go Live & Support
• Strong ability in documentation. Development efforts need to be complemented with a high level of documentation to keep track of changes.
• Experience in year-end process of PS,PPM and Sales
• Must have experience in SAP S4 HANA environment

Good-to-Have:

• Candidate having PS certification is preferred
• Experience in  SAP S4 HANA environment
• Knowledge of Fiori Apps  would be an added advantage
• Knowledge in new features of S4 HANA and changes in existing ECC functionality.

Highlights:

• Competitive salary package and HMO Benefits
• Direct hire
• Willing to join asap
• Amenable to work in shifting schedule

What you’ll get:

• 400k Medical HMO Insurance effective on Day 1
• P 10,000.00 Worth of Medicine Reimbursement on top of the HMO
• Career Growth & Development: Acquire growth through various trainings other than account specific (Lean six sigma/Black belt training) and move up the ladder through IJPs and promotion opportunities.

Desired Competencies (Technical/Behavioral Competency):

• Strong in Communication skills and interpersonal skills with exposure to handling Service Desk calls and experience in providing EUC services
• Knowledge on Desktop engineering, Active Directory, VPN, Intune Mobile device management, VDI, Microsoft Office, Windows OS troubleshooting skills
• Should have good experience in troubleshooting hardware issues for Desktops, Laptops and printer related issues
• Exposure to handling US Support via Phone, Email & Chat Support
• Exposure to handling Critical incident management - MIM
• Good-to-Have: MCP & ITIL Certification.

Highlights:

• Competitive salary package and HMO Benefits
• Direct hire
• Willing to join asap
• Amenable to work in shifting schedule

Responsibilities:

• The QA/Trainer ensures the quality of help desk support services through training new hires, monitoring and reviewing help desk activities (calls and tickets), conducting periodic assessments of technician skills and knowledge, coaching and remediation sessions, tracking performance over time and recommending process improvements
• Monitor, review and score help desk calls and tickets on a daily basis to ensure compliance with service standards
• Track QA results, analyze to identify concerns and provide QA reports to management. Recommend improvements and participate in implementing
• In cooperation with Service Desk management and account management develop and implement targeted QA processes and schedules to address identified priorities
• Conduct coaching and remediation sessions with Service Desk resources to verify awareness of standards and processes and facilitate improvement.

What's in it for you:

• 400k Medical HMO Insurance effective on Day 1
• P 10,000.00 Worth of Medicine Reimbursement on top of the HMO
• Career Growth & Development: Acquire growth through various trainings other than account specific (Lean six sigma/Black belt training) and move up the ladder through IJPs and promotion opportunities.

Desired Competencies (Technical/Behavioral Competency):

• Strong in Communication skills and interpersonal skills with exposure to handling Service Desk services
• Excellent oral, written communication and presentation skills
• Experience with quality assurance and process development
• Strong training and instructional design skills
• Experience in coaching and training new hires on help desk processes, procedures, standards, and systems. This includes call handling, customer service skills, ticket creation and documentation and basic troubleshooting resources and methods
• Experience in developing, administer and score assessments. Track and report on results
• Experience in conducting training sessions in cooperation with help desk management to minimize disruption
• Good-to-Have: ITIL Certification.

Highlights:

• Competitive salary package and HMO Benefits
• Direct hire
• Will provide equipment
• Amenable to work in shifting schedule

Responsibility:

The service Desk Team Lead is responsible for managing the operation of the Service Desk. This role is crucial to ensuring customer requirements are met in terms of communication, prioritizing, escalating, and resolving incidents and requests.

What you’ll get:

• 400k Medical HMO Insurance effective on Day 1
• P 10,000.00 Worth of Medicine Reimbursement on top of the HMO
• Career Growth & Development: Acquire growth through various trainings other than account specific (Lean six sigma/Black belt training) and move up the ladder through IJPs and promotion opportunities.

Desired Competencies (Technical/Behavioral Competency):

• Strong in Communication skills and interpersonal skills with exposure to Service Desk and EUC services
• 6-8 experience in leadership and mentoring Service Desk Team and in driving continual process improvements
• Leading incidents and requests to resolution
• Experience in key strategies like Customer Focus, Service First and User experience
• Developing Service Desk process and workflows. Providing and developing communication plans and reports to customers
• Providing on call support and responsible for developing and documenting processes and procedures particularly in XLA driven environment
• Leading and Handling Critical incident management - MIM and Contributing to the Change Management Process
• Knowledge on Desktop engineering, Active Directory, VPN, Intune Mobile device management, VDI, Microsoft Office, Windows OS
• Good-to-Have: ITIL Certification

Highlights:

• Competitive salary package and HMO Benefits
• Direct hire
• Willing to join asap
• Amenable to work in shifting schedule

What you’ll get:

• 400k Medical HMO Insurance effective on Day 1
• P 10,000.00 Worth of Medicine Reimbursement on top of the HMO
• Career Growth & Development: Acquire growth through various trainings other than account specific (Lean six sigma/Black belt training) and move up the ladder through IJPs and promotion opportunities.

Requirements:

• Over All five (5) years of hands-on experience on Data Integration
• Minimum Two (2) years of hands-on experience on Dell Boomi
• Ability to perform Boomi administration and Development task
• Good understanding of Atom, molecule, Licensing concepts
• Experience in SDLC model of integration using Dell Boomi
• Good Knowledge of Scripting language Unix/shell/Groovy Scripting
• Good understanding of Oracle & MSSQL Database
• Ability to troubleshoot the Issue and Monitoring the integration
• Perform Operation tasks to resolve all Incidents/requests in a timely manner and with the agreed SLA
• Basic Knowledge of web service/ SOAP & REST API, LDAP concepts
• Good understanding of SSL Certificate and Authentication
• Work with Business Owners to understand the requirement and Issues
• Good Communication skills and provide outstanding customer service by interacting directly with clients on client issues
• Experience working in an onsite / offshore environment
• Ability to work after business hours to resolve critical issues
• Follow IS Control processes and Compliance Guidelines for Change control, Problem management, Incident Management

Highlights:

• Competitive salary package and HMO Benefits
• Direct hire
• Willing to join asap
• Amenable to work in shifting schedule

What you'll get:

• 35k Joining Bonus!
• Medical HMO Insurance effective on Day 1
• P 10,000.00 Worth of Medicine Reimbursement on top of the HMO
• Career Growth & Development: Acquire growth through various trainings other than account specific (Lean six sigma/Black belt training) and move up the ladder through IJPs and promotion opportunities.

Requirements:

• College Graduate/Bachelor's Degree
• Experience in RPO is an advantage but not required
• With at least 1-2 years BPO experience
• Average – Good communication skills

Highlights :

• Competitive salary package and HMO Benefits
• Direct hire
• Willing to join asap
• Temporary WFH
• Will provide equipment
• Amenable to work in shifting schedule

Your day-to-day in a nutshell

• Answering incoming calls from customers
• Resolving customer inquiries/requests
• Developing and maintaining accurate files
• Ensuring customer requests are handled in an appropriate and timely manner
• Utilizing various Concentrix and client-based tools and applications for customer management and servicing
• Providing cutting-edge service in a friendly, confident, and knowledgeable mannerReady to #EmbraceDifferent?

Requirements:

• At least Highschool Graduate
• With or without BPO experience
• Experience is preferred but not required
• Have good English communication skills
• Are willing to work onsite and 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

Position Purpose:
The Performance Improvement Specialist provides support to the Supervisor by answering questions, providing training, modeling behaviors, identifying performance deficiency trends, creating supporting process documentation ensuring strategy and compliance is in effect.

Minimum Job Requirements (Education, Experience, Skills):

• Associates degree or equivalent experience, bachelor’s degree preferred.
• Demonstrate ability to forecast and plan for workload.
• 1-2 years of relevant experience in the role.
• Amenable to work onsite - Commonwealth site
• Amenable to work in shifting, weekends, graveyard, holiday schedule
• Documentation experience Required.
• Training and development experience preferred.
• Project management experience preferred.