RESPONSIBILITIES:
1. Evaluates, provides feedback, mentors and motivates employees to provide excellent customer service, while improving call quality and performance metrics.
2. Analyzes call statistics to ensure performance and quality standards are met.
3. Resolves worker issues or submits unsettled issues to the HR Department for appropriate action.
4. Handles supervisor calls and oversees escalation queue.
5. Monitors live or recorded calls and identifies performance gaps. Coaches employees for performance improvement, resolves day-to-day issues and problems, provides technical leadership, and answers questions accurately and professionally.
6. Trains new employees to ensure professional, performance and quality standards are met.
7. Encourages and participates in community activities.
8. Monitors call volume to ensure appropriate staffing levels are maintained to service clients.
9. Conducts meetings to ensure accurate and timely communication of client and campaign issues to and from the team.
10. Reviews and submits all required reports and staffing requests, and maintains transaction reports and attendance/time records.
11. Delivers performance reviews of team members, conducts disciplinary interview/counseling, and completes and files all necessary HR documentation.
12. Participates in client quality calibration sessions.

REQUIREMENTS:
Candidate must possess at least a Bachelor’s/College Degree , any field.
At least 1 year(s) of working experience in the related field is required for this position.
Applicants must be willing to work in Ortigas.
Preferably Supervisor / 5 Yrs & Up Experienced Employees specializing in Customer Service or equivalent.
Full-Time position(s) available.
Preferrably with Passport and US Visa

RESPONSIBILITIES:

• Provides leadership in all aspects of HR for a specific site. Serves as change management leader for corporate initiatives at site level.
• Directs employee investigations, unemployment claims/hearings, administration of benefits, accident/incident reporting, and implementation/creation of new policies and programs. Coordinates and participates in unemployment insurance hearings.
• Coordinates with the operations department to manage American with Disabilities Act (ADA) accommodations. Oversees leave of absence, worker’s compensation claims, exit interview and separation/termination processes.
• Manages the implementation and coordination of all policies, practices and programs covering: employment, government compliance and HR administration at site or company. Manages site compensation including annual performance reviews and open enrollment,
• Supervises and evaluates programs, policies and procedures regarding recruitment and selection, labor force utilization and analysis, turnover, and HR statistical reporting.
• Oversees maintenance of personnel files and reviews employment records.
• Participates in interviews for key positions and orientation.
• Facilitates HR related training and development, and focus groups on operational or leadership issues. Coordinates site-level employee communications (e.g., Town Hall meetings).
• Serves as a resource for coaching/verbal- corrective actions, and handles and administers employee relations. Approves corrective actions prior to communication to the employee.
• Coordinates w/Operations and Resource Planning Departments to facilitate employee meetings.
• Creates site specific reports and data analysis as required.
• Coordinates with benefits department in wellness strategies and organizes local events. Responsible for oversight of site recognition programs.
• Responsible for HR site budget.
• Represents operation(s) in any administrative, legislative or legal issues arising out of employment.
• Conducts research into HR programs and activities, and recommends changes or innovations.
• Responsible for auditing HRIS data entry by HR Coordinator and Generalist. Approves employee pay actions, and title and status changes in HRIS system.
• Ensures compliance with all Federal, State, Provincial and local Human Resource laws and legislation.
• Partners with Operations Department for retention management. Research, report trends and develop action plans around attrition.
• Defines strategy and approach for community involvement. Assists in the coordination of and participates in community events.
• Participates in client site visits.

REQUIREMENTS:

• Candidate must possess at least a Bachelor’s/College Degree, any field.
• At least 1 year(s) of working experience as a Manager in the related field is required for this position, preferably in the BPO setting.
• Willing to work on shifting schedules/graveyard shifts, holidays, weekends and extended hours.
• Willing to be assigned in Makati

RESPONSIBILITIES:
Responsibilities:
This position is responsible for responding to customer inquiries and concerns. Explain company products/services and the ability to recommend various products/services to meet the customer’s needs. Ensures customers receive efficient and courteous service. Work is performed under direct supervision.

Job Duties and Expectations :

Answers telephone and provides information/assistance to customers.
Checks mail, fax and email to provide customer assistance.
Operates computer/on-line guidelines for the purpose of responding to customer inquiries..
Communicates with customer on the phone or via written correspondence to resolve concerns.
Resolves customer issues on the first call/contact whenever possible without having to transfer caller.
Follows escalation procedures as needed.
Completes, processes and maintains applicable paperwork and records.
Performs other duties as assigned.

RESPONSIBILITIES:

This position is responsible for responding to customer inquiries and concerns. Explain company products/services and the ability to recommend various products/services to meet the customer’s needs. Ensures customers receive efficient and courteous service. Work is performed under direct supervision.

Job Duties and Expectations :
Provides a customer service via email contact channels.
Resolves customer questions, complaints and requests, which may involve some policy interpretation based on knowledge of the organization, products and related services.
Utilizes company knowledge base(s) to search for and provide solutions to end customers and users. Formulates responses based on both knowledge base and free form typing
Serves as a liaison between customers and various departments. May set up new accounts, maintain order records and prepare required reports.
Ability to perform multiple responsibilities confidently without becoming overwhelmed, confused, or losing customer focus.
Ability to quickly answer questions and solve customer concerns while showing empathy, building a relationship, soliciting information, problem solving and teaching the customer how to use the service.
Ability to communicate with customers using proper grammar, actions, words, and tone that conveys a compassionate, friendly, confident, and trusting environment. Ability to demonstrate empathy, establishes rapport, apologize for any inconveniences and take responsibility for the solution to the member’s reason for contact.
Ability to read and respond appropriately to customers’ needs. Able to interpret customers’ explanation of why they need help in order to correctly identify their wants and needs.

REQUIREMENTS:
Candidate must possess at least a Vocational Diploma / Short Course Certificate, Bachelor’s/College Degree , any field.
At least 2nd year level in college
Prior customer service experience preferred but not required.
Experience using computers required.
Frequent Internet user – specifically used self service solutions and self help.
Email user a MUST.
Can type minimum 25 wpm
Excellent written English skills: reading, writing (grammar) and comprehension.
Must be willing to work in Ortigas.
SSS and NBI Clearance are required before the job offer.

RESPONSIBILITIES:
This position is responsible for responding to customer inquiries and concerns. Explain company products/services and the ability to recommend various products/services to meet the customer’s needs. Ensures customers receive efficient and courteous service. Work is performed under direct supervision.

Job Duties and Expectations :

Answers telephone and provides information/assistance to customers.
Checks mail, fax and email to provide customer assistance.
Recognize sales opportunities.
Operates computer/on-line guidelines for the purpose of responding to customer inquiries..
Communicates with customer on the phone or via written correspondence to resolve concerns.
Resolves customer issues on the first call/contact whenever possible without having to transfer caller.
Follows escalation procedures as needed.
Completes, processes and maintains applicable paperwork and records.
Performs other duties as assigned.

REQUIREMENTS:
Candidate must possess at least a High School Diploma, Vocational Diploma / Short Course Certificate, Bachelor’s/College Degree , any field.
Required language(s): English
Fresh graduates/Entry level applicants are encouraged to apply.
40 Full-Time positions available.
Must be willing to work in Ortigas.
SSS and NBI Clearance are required before the job offer.

RESPONSIBILITIES:
Responsibilities:
This position is responsible for responding to customer inquiries and concerns. Explain company products/services and the ability to recommend various products/services to meet the customer’s needs. Ensures customers receive efficient and courteous service. Work is performed under direct supervision.

Job Duties and Expectations :

Answers telephone and provides information/assistance to customers.
Checks mail, fax and email to provide customer assistance.
Operates computer/on-line guidelines for the purpose of responding to customer inquiries..
Communicates with customer on the phone or via written correspondence to resolve concerns.
Resolves customer issues on the first call/contact whenever possible without having to transfer caller.
Follows escalation procedures as needed.
Completes, processes and maintains applicable paperwork and records.
Performs other duties as assigned.

REQUIREMENTS:
Candidate must possess at least a High School Diploma, Vocational Diploma / Short Course Certificate, Bachelor’s/College Degree , any field
Required language(s): English
With or without call center experience
Preferably 1-4 Yrs Experienced Employees specializing in Customer Service or equivalent.
100 Full-Time positions available.
Must be willing to work in Makati.
SSS and NBI Clearance are required before the job offer.

RESPONSIBILITIES:
This position is responsible for responding to customer inquiries and concerns. Explain company products/services and the ability to recommend various products/services to meet the customer’s needs. Ensures customers receive efficient and courteous service. Work is performed under direct supervision.

Job Duties and Expectations :

Answers telephone and provides information/assistance to customers.
Checks mail, fax and email to provide customer assistance.
Recognize sales opportunities.
Operates computer/on-line guidelines for the purpose of responding to customer inquiries..
Communicates with customer on the phone or via written correspondence to resolve concerns.
Resolves customer issues on the first call/contact whenever possible without having to transfer caller.
Follows escalation procedures as needed.
Completes, processes and maintains applicable paperwork and records.
Performs other duties as assigned.

REQUIREMENTS:
Candidate must possess at least a High School Diploma, Vocational Diploma / Short Course Certificate, Bachelor’s/College Degree , any field.
Required language(s): English
Fresh graduates/Entry level applicants are encouraged to apply.
40 Full-Time positions available.
Must be willing to work in Makati.
SSS and NBI Clearance are required before the job offer.

RESPONSIBILITIES:
Responsibilities:
This position is responsible for responding to customer inquiries and concerns. Explain company products/services and the ability to recommend various products/services to meet the customer’s needs. Ensures customers receive efficient and courteous service. Work is performed under direct supervision.

Job Duties and Expectations :

Answers telephone and provides information/assistance to customers.
Checks mail, fax and email to provide customer assistance.
Operates computer/on-line guidelines for the purpose of responding to customer inquiries..
Communicates with customer on the phone or via written correspondence to resolve concerns.
Resolves customer issues on the first call/contact whenever possible without having to transfer caller.
Follows escalation procedures as needed.
Completes, processes and maintains applicable paperwork and records.
Performs other duties as assigned.

REQUIREMENTS:
Candidate must possess at least a High School Diploma, Vocational Diploma / Short Course Certificate, Bachelor’s/College Degree , any field.
Required language(s): English
Fresh graduates/Entry level applicants are encouraged to apply.
100 Full-Time positions available.
Must be willing to work in Ortigas.
SSS and NBI Clearance are required before the job offer.

RESPONSIBILITIES:
Responsibilities:
This position is responsible for responding to customer inquiries and concerns. Explain company products/services and the ability to recommend various products/services to meet the customer’s needs. Ensures customers receive efficient and courteous service. Work is performed under direct supervision.

Job Duties and Expectations :

Answers telephone and provides information/assistance to customers.
Checks mail, fax and email to provide customer assistance.
Operates computer/on-line guidelines for the purpose of responding to customer inquiries..
Communicates with customer on the phone or via written correspondence to resolve concerns.
Resolves customer issues on the first call/contact whenever possible without having to transfer caller.
Follows escalation procedures as needed.
Completes, processes and maintains applicable paperwork and records.
Performs other duties as assigned.

REQUIREMENTS:
Candidate must possess at least a High School Diploma, Vocational Diploma / Short Course Certificate, Bachelor’s/College Degree , any field.
Required language(s): English
Fresh graduates/Entry level applicants are encouraged to apply.
100 Full-Time positions available.
Must be willing to work in Ortigas.
SSS and NBI Clearance are required before the job offer.

RESPONSIBILITIES:
Responsibilities:
This position is responsible for responding to customer inquiries and concerns. Explain company products/services and the ability to recommend various products/services to meet the customer’s needs. Ensures customers receive efficient and courteous service. Work is performed under direct supervision.

Job Duties and Expectations :

Answers telephone and provides information/assistance to customers.
Checks mail, fax and email to provide customer assistance.
Operates computer/on-line guidelines for the purpose of responding to customer inquiries..
Communicates with customer on the phone or via written correspondence to resolve concerns.
Resolves customer issues on the first call/contact whenever possible without having to transfer caller.
Follows escalation procedures as needed.
Completes, processes and maintains applicable paperwork and records.
Performs other duties as assigned.

REQUIREMENTS:
Required language(s): English
Fresh graduates/Entry level applicants are encouraged to apply.
100 Full-Time positions available.
Must be willing to work in Ortigas.
SSS and NBI Clearance are required before the job offer.

Responsibilities:
This position is responsible for responding to customer inquiries and concerns. Explain company products/services and the ability to recommend various products/services to meet the customer’s needs. Ensures customers receive efficient and courteous service. Work is performed under direct supervision.

Job Duties and Expectations :

Answers telephone and provides information/assistance to customers.
Checks mail, fax and email to provide customer assistance.
Operates computer/on-line guidelines for the purpose of responding to customer inquiries..
Communicates with customer on the phone or via written correspondence to resolve concerns.
Resolves customer issues on the first call/contact whenever possible without having to transfer caller.
Follows escalation procedures as needed.
Completes, processes and maintains applicable paperwork and records.
Performs other duties as assigned.

REQUIREMENTS:
Candidate must possess at least a High School Diploma, Vocational Diploma / Short Course Certificate, Bachelor’s/College Degree , any field
Required language(s): English
With or without call center experience
Preferably 1-4 Yrs Experienced Employees specializing in Customer Service or equivalent.
100 Full-Time positions available.
Must be willing to work in Makati.
SSS and NBI Clearance are required before the job offer.

RESPONSIBILITIES:
This position is responsible for responding to customer inquiries and concerns. Explain company products/services and the ability to recommend various products/services to meet the customer’s needs. Ensures customers receive efficient and courteous service. Work is performed under direct supervision.

Job Duties and Expectations :

Answers telephone and provides information/assistance to customers.
Checks mail, fax and email to provide customer assistance.
Recognize sales opportunities.
Operates computer/on-line guidelines for the purpose of responding to customer inquiries..
Communicates with customer on the phone or via written correspondence to resolve concerns.
Resolves customer issues on the first call/contact whenever possible without having to transfer caller.
Follows escalation procedures as needed.
Completes, processes and maintains applicable paperwork and records.
Performs other duties as assigned.

REQUIREMENTS:
Candidate must possess at least a High School Diploma, Vocational Diploma / Short Course Certificate, Bachelor’s/College Degree , any field.
Required language(s): English
Fresh graduates/Entry level applicants are encouraged to apply.
40 Full-Time positions available.
Must be willing to work in Makati.
SSS and NBI Clearance are required before the job offer.

Responsibilities:
This position is responsible for responding to customer inquiries and concerns. Explain company products/services and the ability to recommend various products/services to meet the customer’s needs. Ensures customers receive efficient and courteous service. Work is performed under direct supervision.

Job Duties and Expectations :

Answers telephone and provides information/assistance to customers.
Checks mail, fax and email to provide customer assistance.
Operates computer/on-line guidelines for the purpose of responding to customer inquiries..
Communicates with customer on the phone or via written correspondence to resolve concerns.
Resolves customer issues on the first call/contact whenever possible without having to transfer caller.
Follows escalation procedures as needed.
Completes, processes and maintains applicable paperwork and records.
Performs other duties as assigned.

REQUIREMENTS:
Candidate must possess at least a High School Diploma, Vocational Diploma / Short Course Certificate, Bachelor’s/College Degree , any field.
Required language(s): English
Fresh graduates/Entry level applicants are encouraged to apply.
100 Full-Time positions available.
Must be willing to work in Ortigas.
SSS and NBI Clearance are required before the job offer.

RESPONSIBILITIES:

REQUIREMENTS:

• Candidate must possess at least a High School Diploma, Vocational Diploma / Short Course Certificate, Bachelor’s/College Degree , any field.
• Required language(s): English
• Fresh graduates/Entry level applicants are encouraged to apply.
• 40 Full-Time positions available.
• Must be willing to work in Makati.
• SSS and NBI Clearance are required before the job offer.

RESPONSIBILITIES:

REQUIREMENTS:

• Candidate must possess at least a High School Diploma, Vocational Diploma / Short Course Certificate, Bachelor’s/College Degree , any field.
• Required language(s): English
• Fresh graduates/Entry level applicants are encouraged to apply.
• 100 Full-Time positions available.
• Must be willing to work in Ortigas.
• SSS and NBI Clearance are required before the job offer.

RESPONSIBILITIES:
This position is responsible for responding to customer inquiries and concerns. Explain company products/services and the ability to recommend various products/services to meet the customer’s needs. Ensures customers receive efficient and courteous service. Work is performed under direct supervision.

Job Duties and Expectations :

* Answers telephone and provides information/assistance to customers.
* Checks mail, fax and email to provide customer assistance.
* Recognize sales opportunities.
* Operates computer/on-line guidelines for the purpose of responding to customer inquiries..
* Communicates with customer on the phone or via written correspondence to resolve concerns.
* Resolves customer issues on the first call/contact whenever possible without having to transfer caller.
* Follows escalation procedures as needed.
* Completes, processes and maintains applicable paperwork and records.
* Performs other duties as assigned.

REQUIREMENTS:

* Candidate must possess at least a High School Diploma, Vocational Diploma / Short Course Certificate, Bachelor’s/College Degree , any field.
* Required language(s): English
* Fresh graduates/Entry level applicants are encouraged to apply.
* 40 Full-Time positions available.
* Must be willing to work in Makati.
* SSS and NBI Clearance is required before the job offer.

RESPONSIBILITIES:

• Provides technical support to customers regarding equipment. Communicates with customer on the phone or via written correspondence to provide information and assistance on product use, hardware or software problems.
• Checks mail, fax and email to provide customer assistance.
• Operates computer/on-line guidelines for the purpose of responding to customer inquiries on function or replacement of defective parts.
• Resolves customer issues on the first call/contact whenever possible without having to transfer caller.
• Completes, processes, and maintains applicable paperwork and records.
• Fluent in verbal and written English.
• Fluent in other languages if required by position.
• Knowledge of modern office procedures and methods including telephone communications, office systems and record keeping.
• Knowledge of modern business communication, including style and format of letters, memoranda, minutes and reports.
• Ability to interact positively, courteously and professionally with customers, employees and clients.
• Ability to follow defined procedures and deal with different andnspecialized situations.
• Ability to follow and carry out instructions in a step by step manner.
• Ability to read and interpret operating and maintenance instructions manuals.
• Ability to adapt to changing priorities and meet deadlines.

REQUIREMENTS:

Team Leader
(National Capital Reg – Makati City)

Responsibilities:
- Evaluates, provides feedback, mentors and motivates employees to provide excellent customer service, while improving call quality and performance metrics.
- Analyzes call statistics to ensure performance and quality standards are met.
- Resolves worker issues or submits unsettled issues to the HR Department for appropriate action.

Requirements:

* At least 1 year of related working experience is required for this position.
* Must have at least two (2) years experience in a Call Center industry
* Able to plan own work and work of others.
* Able to write routine reports and correspondence.
* Strong command in English both oral and written.
* Strong proficiency in Internet, Email and MS Office application.
* Able to prioritize in a fast paced environment, adjust to changing priorities and work well under pressure.
* Able to exercise initiative and judgment as well as make decisions within the scope of assigned authority.
* Must be detailed-oriented and able to gather information quickly.
* Willing to work on graveyard shifts, shifting schedule, weekends and holidays, and willing to work overtime.
* Candidate must possess at least a Bachelor’s/College Degree, any field.
* Applicants must be willing to work in Makati City.
* Full-Time positions available.

Startek International Limited
Company Address: G/F SM Makati Cyberzone Bldg #69 Jupiter st., Brgy. Bel-Air Makati -
Industry: Call Center / IT-Enabled Services / BPO
Type of Company: Private Limited Company, Local Based Company

Workforce Support
(National Capital Reg)

Responsibilities:

*Maintains schedule data in electronic workforce management software (eWFM, IEX or other system as provided) and/or logs, including intraday exceptions.
*Maintains accurate and timely employee information in workforce management software and logs. Collects necessary data from partner sources
*Distributes data according to SOP’s
*Receives, researches, reports and documents facility, technology and system issues.
*Provides regularly scheduled and ad hoc reporting when necessary.
*Monitors workforce management system, ACD’s, client tools and other work load/service level information. Provides guidance to operations and other service partners to optimize client and StarTek performance.
*Basic knowledge of computer systems and software applications including spreadsheet (Microsoft Excel), and database (Microsoft Access), eWFM and automated call distributor (ACD) technologies
*Basic knowledge of call center operations.
*Fluent in verbal and written English.
*Strong written and verbal communication skills with the ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
*Ability to read, analyze and interpret common scientific and technical journals, financial reports and legal documents.
*Ability to write reports, business correspondence, and procedure manuals.
*Ability to define problems, collect data, establish facts, and draw valid conclusions.
*Ability to calculate percentages and perform basic math operations.

Requirements:

* Candidate must possess at least a Bachelor’s/College Degree , any field.
* At least 1 year(s) of working experience in the related field is required for this position.
* Preferably Supervisor / 5 Yrs & Up Experienced Employees specializing in Customer Service or equivalent.
* Full-Time positions available.

Company Name :
Startek International Limited
Industry :
Call Center / IT-Enabled Services / BPO
Type of Company :
Private Limited Company, Local Based Company
Location :
G/F SM Makati Cyberzone Bldg #69 Jupiter st., Brgy. Bel-Air Makati

Senior Operations Manager
(National Capital Reg)

Responsibilities:
1. Tracks and reports performance of individual employees, supervisors, and groups as a whole

at the site or client level.
2. Audits and observes supervisors to ensure coaching is effectively provided and documented.
3. Demonstrates leadership abilities with business units using appropriate influencing and consensus building skills to manage expectations and cultivate relationships.
4. Ensures call volume forecasted is met on an hourly, daily, weekly, and monthly basis.
5. Ensures client KPI’s are met or exceeded.
6. Ensures that support ratios are at goal.
7. Measures, reports and communicates revenue and service level goal attainment on a daily, weekly, and monthly basis for individuals, groups and the call center overall.
8. Encourages site participation and participates and plans community activities.
9. Ensures accurate and timely communication of client issues to and from the teams.
10. Trains and mentors direct reports to ensure efficient operations.
11. Participates in team meetings, joint calls, and client call monitor sessions.
12. Ensure on-going maintenance and upkeep of assigned call center.
13. Ensures maximum productivity by maximizing on-phone time for all specialists to include acceptable non-productive levels.
15. Coordinates assigned contact center projects.
16. Interfaces with other departments within the company as needed.
17. Directs client interface consistently and frequently.
18. Reviews and approves supervisory performance evaluations for each call center.
19. Brainstorms ideas and processes to maximize call center operations.
20. Evaluates general working conditions on all platforms to ensure productive and safe working conditions.
21. Acts as client contact along with the Site Director. Also acts as profit and loss contact in absence of
Site Director.
22. Assists in spearheading community projects with Site Director.

• Fluent in verbal and written English.
• Solid knowledge of computers and software applicationsincluding spreadsheet (Microsoft Excel),word processing(Microsoft Word) and e-mail (Microsoft Outlook) software applications.
• Excellent written and verbal communication skills with theability to effectively communicate and interact with all levels of personnel within the organization, including presenting information and responding to questions from groups of managers, clients, customers, and the general public.
• Skill in establishing and maintaining effective working relationships.
• Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, or government regulations and write reports and business correspondence.
• Ability to plan own work and the work of others in one or more departments, and exercise initiative and judgment as well as make decisions within the scope of assigned authority.
• Ability to prepare and/or develop plans for projects and programs involving coordination with other departments and/or outside organizations.
• Ability to adapt to changing priorities, meet deadlines and work well under pressure.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to lead, coach and develop staff.
• The ability to present to clients as needed.

Requirements:

* Candidate must possess at least a Bachelor’s/College Degree , any field.
* Required language(s): English
* At least 3 year(s) of working experience in the related field is required for this position.
* Preferably Assistant Manager / Managers specializing in Customer Service or equivalent.
* Full-Time positions available.

Company Name :
Startek International Limited
Industry :
Call Center / IT-Enabled Services / BPO
Type of Company :
Private Limited Company, Local Based Company
Location :
G/F SM Makati Cyberzone Bldg #69 Jupiter st., Brgy. Bel-Air Makati -