PHILIPPINE CORPORATE – Quality Assurance Systems Certification Engineer
RESPONSIBILITIES:

* Responsible for the testing, certification, deployment, support, troubleshooting, and upgrades to TeleTech QA applications in a Tier. This requires technical and operational understanding of two or more of the following QA applications: eyeQ360, Witness v6.x, NICE v8.8, and/or 8.9, 9.x (Perform). This person should be familiar with call routing concepts as well as how QA systems interface with the Avaya/Cisco telephony switches. This individual will be responsible for testing, certifying, engineering and implementing advanced technology solutions, namely TeleTech’s EyeQ360 Quality Monitoring Tool.

REQUIREMENTS:

* Bachelor’s degree
* 3-5 years TroubleShooting and Administration of Windows Server (remotely)
* 3-5 years TroubleShooting and Administration of Nice, Witness, and/or EQ360
* 3-5 years NICE or Witness operational support (form creation, reporting, etc)
* 3-5 years experience with TCP/IP networking for troubleshooting
* Required language(s): English.
* At least 3 year(s) of working experience in the related field is required for this position.
* Must be willing to work in Cainta.
* Full-Time position available.
* Applicants should be Filipino citizens or hold relevant residence status.

To apply online visit www.HirePoint.com. The exclusive career gateway of TeleTech.

TeleTech Customer Care Management Phils., Inc.
Bldg F SM Corporate Office 1000 Bay Blvd. SM Central Business Park, Bay City Pasay City 1634.
Website: http://hirepoint.com

PHILIPPINE CORPORATE – Senior Specialist of Talent Acquisition
RESPONSIBILITIES:

* This individual will perform full lifecycle recruiting and maintain excellent relations with different departments, hiring managers, candidates, agencies, associations and the community at-large.
* Provides support and guidance to the TA organization through internal and external communications and back office duties. Assists the applicants or potentials to use HirePoint and provide pertinent information
* Source, attract, screen, select and refer high performance talents to meet client requirements.
* Present job opportunities to qualified candidates. Maintain excellent documentation with the company’s on-line system.
* Utilizes a variety of resources to generate candidate leads and a strong candidate pool, includes experience searching job boards on the Internet, networking within the community, prospecting, and cold-calling to increase available talent pool.
* Works on special projects, as requested. Other duties may be assigned.

REQUIREMENTS:

* Graduate of any 4-year course.
* Must have at least 6 months end-to-end recruiting experience in a call center or at least 1 year in a related field.
* Excellent interpersonal, oral and written communication skills;
* Computer literacy (word-processing, spreadsheet, and database applications); Reporting skills a plus.
* Ability to exhibit maturity, professionalism and positive attitude at all times.
* Ability to show resiliency to the ever changing needs of the business.
* Must be able to maintain the strictest confidentiality.
* Must be able to interact effectively with all internal departments and represent TeleTech in a professional manner; Presentation skills an advantage.
* Time management and organizational skills.
* Detail-oriented and self-motivated.
* Must be willing to work in Pasay.
* Required language(s): English.
* Full-Time position available.
* Applicants should be Filipino citizens or hold relevant residence status.

To apply online visit www.HirePoint.com. The exclusive career gateway of TeleTech.

TeleTech Customer Care Management Phils., Inc.
Bldg F SM Corporate Office 1000 Bay Blvd. SM Central Business Park, Bay City Pasay City 1634.
Website: http://hirepoint.com

GLOBAL BUSINESS SERVICES – Workforce Specialist II
RESPONSIBILITIES:

REQUIREMENTS:

* 2 or 4 year college diploma preferred.
* Ideally with Workforce Management or real time monitoring experience
* Call Center Operations experience
* Previous workforce management experience preferred
* Strong verbal and written communication skills
* Ability to interact with all levels of management, including external customers.
* Ability to build and maintain strong working relationships
* Previous experience in schedule management systems a strong plus
* Intermediate to advanced MS Excel knowledge
* Knowledgeable in Microsoft access, visual basic and excel macro
* Strong analytical skills
* Ability to make timely and solid business decisions
* High energy individual with a proactive nature
* Flexible in schedule availability to support 24×7 operations

To apply online visit www.HirePoint.com. The exclusive career gateway of TeleTech.

TeleTech Customer Care Management Phils., Inc.
Bldg F SM Corporate Office 1000 Bay Blvd. SM Central Business Park, Bay City Pasay City 1634.
Website: http://hirepoint.com

GLOBAL BUSINESS SERVICES – IT Desktop Support Specialist
RESPONSIBILITIES:

* This is an advanced position in the technology field. This position provides advanced technical end-user support to internal desktop systems; workstation setup and configuration, and routine tasks such as software/hardware upgrades. Resolves reported desktop problems related to hardware, operating systems and configuration issues through troubleshooting and research. This position requires technician to demonstrate excellent customer interaction skills both verbally and orally.

REQUIREMENTS:

* Associate or Bachelor Degree in Computer Science, or minimum certification as a Microsoft Certified Professional (MCP).
* Excellent time management and organizational skills
* Appropriate work experience in a networked client-server environment. Experience with Microsoft TCP/IP
* Demonstrate a commitment to continuous learning, obtaining appropriate certifications, and developing skills with ever changing technology
* In addition to performing desktop support functions, requires taking ownership of multiple projects within the scope of the Technology department.
* This position requires extensive end-user involvement and excellent customer service skills.
* Must be flexible to support a 24 x 7 environment.
* Must be available for late night and weekend maintenance periods.
* Must be willing to work in Makati.
* Applicants should be Filipino citizens or hold relevant residence status.

TeleTech Customer Care Management Phils., Inc.
Bldg F SM Corporate Office 1000 Bay Blvd. SM Central Business Park, Bay City Pasay City 1634.
Website: http://hirepoint.com

GLOBAL BUSINESS SERVICES – Site Administrative Assistant
RESPONSIBILITIES:

* Performs a broad range of administrative duties for the site Director and his/her staff to ensure customer service excellence in the site.
* General administrative duties as typing, faxing, preparing Operations’ presentations, attending meetings and preparing notes, purchasing supplies, travel arrangements, and scheduling meetings.
* Responsible for maintaining daily, weekly and monthly reports for the Site.
* Review and audit expense reports for Operations team.
* Maintain organization charts (including those for Site Director’s direct reports) and site directories
* Acts as contact person with local community and businesses
* Assist payroll and accounts payable in attaining needed signatures for checks issued.
* Other duties as assigned by supervisor.

REQUIREMENTS:

* Candidate must possess at least a Bachelor’s/College Degree.
* At least 3 year(s) of working experience in the related field is required for this position.
* Excellent verbal, written and interpersonal communication skills.
* Computer knowledge (proficient in Word, PowerPoint, Windows, Excel, and Orig. Plus)
* Must be able to work with all employees and management and present one self professionally with all TeleTech clients, as well as internal department personnel.
* Availability to be contacted for emergency situations.
* Must be able to maintain the strictest confidentiality.
* Must be able to multi-task and work in a fast paced environment
* Organizational, time management and managerial skills
* Full-Time positions available.
* Applicants should be Filipino citizens or hold relevant residence status.

TeleTech Customer Care Management Phils., Inc.
Bldg F SM Corporate Office 1000 Bay Blvd. SM Central Business Park, Bay City Pasay City 1634.
Website: http://hirepoint.com

GLOBAL BUSINESS SERVICES – Quality Assurance Manager
RESPONSIBILITIES:

* Drive coloration and strategy of the customer satisfaction process to the internal quality process.
* Ensures QA Department is implementing TeleTech Quality Assurance Best Practices to drive overall client and customer satisfaction.
* Participates in client meetings to develop and/or revise project requirements.
* Facilitates and maintains Client relations in respect to the Quality Assurance department.
* Ensures that all QA personnel receive the training required to properly perform their duties in support of the internal departments and TeleTech goals.
* Maintains and reviews the Specialist scorecards and production matrix
* Manages QA Evaluation dispute processes.
* Performs administrative duties and manages special projects, as required.

REQUIREMENTS:

* Candidate must possess at least a Bachelor’s/College Degree in any field.
* Preferably Managers specializing in Quality Monitoring and Control.
* Five to seven (5-7) years experience in a BPO/customer service environment.
* At least 2 years QA Management experience; quality assurance background in a technical account preferred.
* Applicants should be Filipino citizens or hold relevant residence status
* Must be willing to work on shifting schedule
* Must be willing to be based in Novaliches, Quezon City.

TeleTech Customer Care Management Phils., Inc.
Bldg F SM Corporate Office 1000 Bay Blvd. SM Central Business Park, Bay City Pasay City 1634.
Website: http://hirepoint.com

MAKATI – Deployment Coordinator
RESPONSIBILITIES:

* Achieve targeted performance levels for the call centre by real time monitoring of the program performance and making adjustments to meet service levels.
* Assists the Operations Manager in evaluating the results of operations regularly and systematically and reports these to the Site director.
* Provide active coaching to improve Team Leader performance, attendance and quality statistics.
* Maintains a management presence on the call centre floor by walking the floor while in observance of agents.
* Assists with questions, takes advantage of on the spot coaching opportunities, and handles escalations as needed. Coach, evaluate, develop, and assist Team Leaders and Operation Supervisors regarding customer service skills and project related knowledge.
* Review exit interview feedback and implement improvements within area of influence, focussing on employee retention strategies.
* Identify business processes that do not support employees and recommend improvements.
* Manage Team Leader performance, providing regular feedback. Ensure Team Leaders maximise their teams’ performance by timely identification of individual performance issues followed by the appropriate action.
* Conduct weekly meetings with Team Leaders to discuss company projects/company information.
* Maintain daily contact with the Team Leader on duty each day.
* Carries out supervisory responsibilities in accordance with TeleTech’s policies and any applicable federal and state laws. These responsibilities include interpreting and enforcing company policies and safety regulations with Customer Service Agents and Supervisors. Planning, assigning, and directing work; appraising performance; rewarding and disciplining employee or client complaints and resolving problems, including resolution of work grievances or escalation of unsettled grievances to the project manager for action.
* Professionally manage all escalations from Team Leaders, forwarding to Operations Manager or Client Services as appropriate.
* OFI’s closed within the agreed deadlines.
* Employee Opinion Survey – review and action departmental specific feedback received from the E.O.S.
* Reporting and Program Tracking
* Ensure all necessary paperwork is completed and actioned by Team Leaders for either continuation or termination of employment prior to probation period elapsing
* Actively support the employment guidelines, taking ownership of company ideas/decisions.
* Acts as a liaison between Customer Service Agents and the Operations Support Centre to resolve issues relating to their attendance tracking and payroll.

REQUIREMENTS:

* Graduate of any 4-year course
* Minimum 2 years call centre management or Team Leader experience within a service driven or high tech corporation
* Call centre management certification
* TCS rostering and staffing experience
* Ability to interpret reports (Analytical skills)
* Proficient in working with Microsoft Word, PowerPoint, Excel, and Outlook.
* Shift management capabilities and ability to manage varying skills of employees
* Analytical ability to decipher statistical performance reports
* Superior customer service skills
* Strong multi-tasking and delegation skills
* Effective communication skills, both written and oral
* High level people management skills
* Interview skills (professional training preferable)
* High level of organisational skills
* Proven ability to deal with conflict in a positive fashion
* Computer literate with experience using Microsoft Office products
* Minimum typing speed of 35 wpm with 95% accuracy
* Highly motivated with ambition to succeed within operations / call centre industry
* Ability to have dynamic priorities, and to develop, manage and implement change
* Strong customer service ethos to support internal and external customers
* Role model / positive influence for Team Leaders and all employees
* Ability to recognise the impact of own actions on all and not promote negative situations
* Ability to motivate and develop Team Leaders
* Work hour flexibility, as some weekend and evening shifts are required
* Must be willing to work in Makati
* Applicants should be Filipino citizens or hold relevant residence status.

To apply online visit www.HirePoint.com. The exclusive career gateway of TeleTech.

Processing applicants at Netopia Internet Café, Greenbelt 1 Mall, Legaspi St., Makati City

TeleTech Customer Care Management Phils., Inc.
Bldg F SM Corporate Office 1000 Bay Blvd. SM Central Business Park, Bay City Pasay City 1634.
Website: http://hirepoint.com

LUZON – Learning Performance Manager
RESPONSIBILITIES:

* The Learning Performance manager is responsible for ensuring client satisfaction through the management of the Learning Performance and Language Readiness function of the business.

* The manager is responsible for the design, development, implementation, delivery and evaluation of client specific training to meet project goals. This includes all systems, products, and industry specific training, up (refresher) training, and coaching skills for employees and supervisors. The Learning and Performance Manager is expected to maintaining a high standard of training effectiveness in line with clients’ goals and objectives.

REQUIREMENTS:

* 1-3 years Call Center Management experience
* 3-5 years Training experience
* Comprehensive knowledge of soft skills, language and product training processes
* Financial background preferred
* BA/BS Required, MBA Preferred
* Adapts strategies and solutions that are consistent with project goals and objectives, demonstrating critical thinking when making decisions and problem solving.
* Some travel may be required.
* Able to work in a 24×7 call center environment
* Applicants must be willing to work in Sta. Rosa
* Applicants should be Filipino citizens or hold relevant residence status.

To apply online visit www.HirePoint.com. The exclusive career gateway of TeleTech.

TeleTech Customer Care Management Phils., Inc.
Bldg F SM Corporate Office 1000 Bay Blvd. SM Central Business Park, Bay City Pasay City 1634.
Website: http://hirepoint.com

MAKATI – Technology Team Lead
RESPONSIBILITIES:

* This position is the primary point of contact, applications and limited network/server support in addition to strong leadership skills to manage multiple tasks concurrently. This position provides advanced technical end-user support to internal desktop systems; workstation setup and configuration, and routine tasks such as software/hardware upgrades. Resolves reported desktop problems related to hardware, operating systems and configuration issues through troubleshooting and research. This position requires technician to demonstrate excellent customer interaction skills both verbally and orally. A highly technical position, the person will be required to demonstrate expert knowledge of technologies as well as have excellent good judgment for managing and prioritizing work.

REQUIREMENTS:

* Two years technology experience in a call center or technology environment.
* Appropriate experience in a networked client server environment.
* Demonstrated expertise in Windows operating systems and troubleshooting networking support.
* Multiple certifiable technical skills.
* Acceptable call center related technical certifications include but are not limited to: Associate or Bachelor Degree in Computer Science, or Microsoft Certified Systems Engineer (MCSE).
* Provide professional technical and quality customer service to our internal and external customers.
* Quality is defined in terms of customer satisfaction.
* Excellent time management and organizational skills.
* Demonstrate a commitment to continuous learning, obtaining appropriate certifications, and developing skills with ever changing technology.
* Must be willing to work in Makati
* Applicants should be Filipino citizens or hold relevant residence status.

To apply online visit www.HirePoint.com. The exclusive career gateway of TeleTech.

Processing applicants at Netopia Internet Café, Greenbelt 1 Mall, Legaspi St., Makati City

TeleTech Customer Care Management Phils., Inc.
Bldg F SM Corporate Office 1000 Bay Blvd. SM Central Business Park, Bay City Pasay City 1634.
Website: http://hirepoint.com

VISAYAS – IT Desktop Support Associate
RESPONSIBILITIES:

* This is an entry level position in the technology field. This position provides basic technical end-user support to internal desktop systems; workstation setup and configuration, and routine tasks such as software/hardware upgrades. Resolves reported desktop problems related to hardware, operating systems and configuration issues through troubleshooting and research. This position requires technician to demonstrate excellent customer interaction skills both verbally and orally.

REQUIREMENTS:

* College degree holder of any four-year course related to Information Technology
* Has 1-2 years IT desktop experience
* Minimal experience in PC hardware and software setup, installation, configuration, troubleshooting, and maintenance
* Excellent customer service skills as defined in terms of customer satisfaction
* Excellent time management and organizational skills
* Demonstrate a commitment to continuous learning, obtaining appropriate certifications, and developing skills with ever changing technology
* Must be flexible to support a 24 x 7 environment
* Must be available for late night and weekend maintenance periods
* Must be willing to work in Cebu
* Applicants should be Filipino citizens or hold relevant residence status

To apply online visit www.HirePoint.com. The exclusive career gateway of TeleTech.

TeleTech Customer Care Management Phils., Inc.
Bldg F SM Corporate Office 1000 Bay Blvd. SM Central Business Park, Bay City Pasay City 1634.
Website: http://hirepoint.com

VISAYAS – Human Resource Manager
RESPONSIBILITIES:

* Ensures uniform and consistent implementation of Global Best Practice, corporate and local policy and initiatives in compensation, benefits, employee relations, and rewards at assigned CMC. Collaborates with Executive Director Human Capital and senior line managers to develop communication and implementation plans in pay management, benefits, allowances, policy, employee relations and human resource information systems.
* Provides Site Director and support managers with compensation market analysis and trends; salary structure; market pricing; salary administration guidelines for promotion, merit and market adjustments; career tracks; Optimum Rewards variable pay programs and allowances. Accountable for timely, uniform and equitable implementation of pay programs across within the CMC.
* Implements benefits programs for local staff. Ensures equitable and uniform application within the CMC.
* Develops, communicates and maintains HR policies and procedures. Principal deliverable is Employee Handbook. Ensures HR policy is aligned with business requirements and local market conditions, and fully compliant with the labor code. Participates in new employee orientations.
* Oversees operation of Oracle HR system in CMC ensuring full utilization of functionalities and solutions. Responsible for ensuring HR staff are trained in competent in using system functionalities. Produces reports and analytics from HR data base.
* Consults with Site Director and line managers to ensure consistent and equitable discharge of employee and labor relations. Advises on problematic terminations of staff and participates actively in resolution of all complaints filed with national labor relations commission.
* Participates in HR organizational development plans. Controls HR FTE headcount at CMC. Analyzes HR skills sets and plans learning programs to develop HR staff professional knowledge and skills.
* Oversees HR audit, risk and compliance matters. Accountable for compliance with SOX requirements in CMC. Liaises with Corporate heads to conduct audits, reviews and resolve issues.

REQUIREMENTS:

* BS/BA degree required, preferably in Human Resources Management or related area; or equivalent work experience
* 3 years compensation, benefits and policy implementation experience preferred
* At least 5 years in technology or service industry
* Overall 7 years as manager in human resources with generalist background preferred
* Must have extensive and current experience in labor regulations and HR practices in Philippines
* Excellent quantitative and analytical skills with strong attention to detail
* Excellent verbal, written communication and presentation skills
* Organizational, counseling and negotiating skills
* Computer literacy
* Proven history of ability to maintain the strictest confidentiality
* Ability to work well with others at varying organizational levels
* Excellent interpersonal relationship skills with employees at all levels – management and rank-and-file
* Must be able to represent TeleTech professionally to all contacts
* Willing to work on shifting schedule, holidays, weekends and long hours
* Must be willing to work in Iloilo
* Applicants should be Filipino citizens or hold relevant residence status.

To apply online visit www.HirePoint.com. The exclusive career gateway of TeleTech.

TeleTech Customer Care Management Phils., Inc.
Bldg F SM Corporate Office 1000 Bay Blvd. SM Central Business Park, Bay City Pasay City 1634.
Website: http://hirepoint.com

MAKATI – Senior Operations Manager
RESPONSIBILITIES:

* Daily management of multiple high-end customer care projects.
* Performance management of reporting Managers and Supervisors.
* Creation of action plans to correct deficiencies.
* Analyzes monthly P&L and takes appropriate action.
* Manages staffing ratios and seat utilization/optimization to goal.
* Controls absenteeism and attrition through effective communication, creativity, and performance management.
* Builds working relationships with Directors, Managers, Client Services, and all other internal and client business reviews.

REQUIREMENTS:

* Bachelor’s degree from four-year College and 5-7 years of related experience
* Role model professionalism and demeanor
* Up to date management skills and understanding of employee motivation
* World-class customer handling skills and the ability to drive team performance
* Outstanding communication and presentation skills, both written and verbal.
* Superb time management skills
* Excellent fit with an empowered, accountable, and successful management team
* Daily management of multiple high-end customer care projects.
* Performance management of reporting Managers and Supervisors.
* Creation of action plans to correct deficiencies.
* Analyzes monthly P&L and takes appropriate action.
* Manages staffing ratios and seat utilization/optimization to goal.
* Controls absenteeism and attrition through effective communication, creativity, and performance management.
* Builds working relationships with Directors, Managers, Client Services, and all other internal and client business reviews.
* Must be willing to work in Makati
* Applicants should be Filipino citizens or hold relevant residence status.

To apply online visit www.HirePoint.com. The exclusive career gateway of TeleTech.

Processing applicants at Netopia Internet Café, Greenbelt 1 Mall, Legaspi St., Makati City

TeleTech Customer Care Management Phils., Inc.
Bldg F SM Corporate Office 1000 Bay Blvd. SM Central Business Park, Bay City Pasay City 1634.
Website: http://hirepoint.com

MAKATI – Operations Manager
RESPONSIBILITIES:

* Manages Operations in an effort to increase the operational effectiveness of the call center and to meet the client’s needs including: planning, assigning, and directing work.
* Carries out management responsibilities in accordance with TeleTech’s policies and any applicable federal and state laws. These responsibilities include interpreting and enforcing company policies and safety regulations with Supervisors and Customer Service Agents. Interviewing, hiring, and training of employees; appraising performance; rewarding and disciplining employee or client complaints and resolving problems, including resolution of work grievances or escalation of unsettled grievances to the Senior Manager or Site Director for action.
* Works with Senior Manager/Site Director in the preparation of short and long range plans and budgets based on the corporate goals and growth objectives.
* Maintains a sound plan of corporate organization. Works with Human Resources to establish policies that will insure adequate management development and to provide for management succession. Establishes operating procedures consistent with the TeleTech policies & objectives and ensures their execution.
* Develops and maintains a positive relationship with the client while evaluating and suggesting opportunities for growth of the business.
* Evaluates the results of the operation regularly and systematically by analyzing reports, listening to calls taken, working with other team members.
* Performs other duties as assigned

REQUIREMENTS:

* Bachelor’s degree holder in any field
* At least 5 years leadership experience within a service driven or high tech corporation
* Knowledge / experience in call centre management
* Proficiency in Microsoft Office Applications
* Excellent verbal and written English communication skills, including business writing ability
* Ability to understand simple financial reporting
* Problem resolution skills
* Excellent interpersonal, organizational and time management skills
* Interview skills (professional training preferable)
* Analytical ability to decipher statistical reports
* Shift management capabilities and ability to manage varying skills of employees
* Strong organizational, multi-tasking and delegation skills
* Ability to deal with conflict and disciplinary issues in a positive and timely fashion
* Must be willing to work in Makati
* Applicants should be Filipino citizens or hold relevant residence status.

To apply online visit www.HirePoint.com. The exclusive career gateway of TeleTech.

Processing applicants at Netopia Internet Café, Greenbelt 1 Mall, Legaspi St., Makati City

TeleTech Customer Care Management Phils., Inc.
Bldg F SM Corporate Office 1000 Bay Blvd. SM Central Business Park, Bay City Pasay City 1634.
Website: http://hirepoint.com

Call center operator Teletech reported it has surpassed its 15,000-headcount target and will open two more facilities early next year.

Maulik Parekh, Teletech general manager for Asia, said in a briefing Friday the company reached its target last month.

Teletech, based in Denver, Colorado, is aiming to increase this further to 25,000 workers by 2009, hinging growth on its expansion to more cities nationwide