HUMAN RESOURCES ASSISTANT (BACOLOD)
(National Capital Reg – Bacolod City)

Responsibilities:
Assignment Summary:

The Human Resources Assistant is the direct support of the on-site Human Resources Manager as well as the daily contact person for recruitment. The overall objective is to increase applicant, employee and shareholder satisfaction.

Key Responsibilities:
• General administrative tasks (managing personal files, reporting on attendance, supporting training, dealing with resignation/dismissals ,etc)

• Provide advice and support to employees and the management
• Update internal guidelines and procedures
• Know site capacity and proactively reach out to stakeholders in terms of employee numbers
• Analyze skill deficiencies based on applicant testing and suggest ways to enhance these skills through creative avenues
• Participate in satisfaction surveys to identify opportunities for continuous improvement of the hiring process

Requirements:

* Candidate must possess at least a Bachelor’s/College Degree , any field.
* Applicants must be willing to work in Bacolod City.
* Fresh graduates/Entry level applicants are encouraged to apply.
* Full-Time positions available.

Transcom City, Araneta Highway, Tangub, Bacolod City
jobsbcd@transcom.com

Company Name :
Transcom Worldwide (Philippines), Inc.
Industry :
Call Center / IT-Enabled Services / BPO
Type of Company :
Private Limited Company, Local Based Company
Location :
4/F Transcom Center, Las Fiestas Road Frontera Verde Pasig City 0000
Company Fax :
702-2433

SERVICE DELIVERY TEAM LEAD
(National Capital Reg – Pasig City)

Responsibilities:
The Service Desk Team Lead’s role is to oversee a group of Service Desk staff and ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of Service Desk functions. The Service Desk Team Lead will also contribute to problem resolution by giving in-person, hands-on support to end users at the desktop level.

• Manage the Team’s schedule to ensure that the Service Desk Hotline is staffed at all times in order to meet Service Levels and Team Targets.
• Track and analyze trends in Service Desk requests and generate statistical reports. Review Volume Requirements and provide recommendation for staffing requirements.
• Provide recommendation for acquisition of equipment, tools, and space needed to allow team members to adequately support the customers.
• Perform Interviews and applicant screening as required.
• Ensure that Service Desk Team is providing first-class service support from initial client contact to closure. Ensure requests are received and handled in a professional manner and logged with sufficient information. Manage the processing of incoming calls to the Service Desk via both telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues.
• Manage day-to-day activities with Hands on approach, upholding the industry service standards and expectations to ensure that the team goals and SLA’s are met. Conduct daily shift and periodic meeting to make sure the team understands daily goals, task assignments, and important communications.
• Manage 2nd point of Escalations when SLA & End User Satisfaction fail. Act as a further escalation point for customers and internal IT Support teams.
• Takeover or assist a Service Desk Analyst with their ticket or calls when necessary. Provide floor support when available
• Enforce Company & Department Rules, Regulations and Standard Procedures.
• Ensure that Service Desk Team is providing first-class service support from initial client contact to closure. Ensure requests are received and handled in a professional manner and logged with sufficient information. Manage the processing of incoming calls to the Service Desk via both telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues.
• Manage day-to-day activities with Hands on approach, upholding the industry service standards and expectations to ensure that the team goals and SLA’s are met. Conduct daily shift and periodic meeting to make sure the team understands daily goals, task assignments, and important communications.
• Manage 2nd point of Escalations when SLA & End User Satisfaction fail. Act as a further escalation point for customers and internal IT Support teams.
• Takeover or assist a Service Desk Analyst with their ticket or calls when necessary. Provide floor support when available
• Enforce Company & Department Rules, Regulations and Standard Procedures.
• Ensure that Service Desk Team is providing first-class service support from initial client contact to closure. Ensure requests are received and handled in a professional manner and logged with sufficient information. Manage the processing of incoming calls to the Service Desk via both telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues.
• Manage day-to-day activities with Hands on approach, upholding the industry service standards and expectations to ensure that the team goals and SLA’s are met. Conduct daily shift and periodic meeting to make sure the team understands daily goals, task assignments, and important communications.
• Manage 2nd point of Escalations when SLA & End User Satisfaction fail. Act as a further escalation point for customers and internal IT Support teams.
• Takeover or assist a Service Desk Analyst with their ticket or calls when necessary. Provide floor support when available
• Enforce Company & Department Rules, Regulations and Standard Procedures.

Requirements:
• College diploma or university degree in the field of computer science and/or 3 years equivalent work experience.
• Certifications in ITIL, COBIT or HDI
• Deep-seated experience with desktop and server operating systems, including MS Windows 2003, XP, MS Terminal Services
• Extensive application support experience with Citrix Metaframe Servers, Avaya Telephony System and knowledge of programming languages, including ADSI Scripting, SQL.
• Working knowledge of a range of diagnostic utilities, including Network Monitoring Systems, Active Directory Tools, etc
• Demonstrated progressive / 3 years experience in the management of a technical support team.
• Proven track record of developing and providing Service Level Agreements and Service Desk deliverables.
• 3 years previous experience in customer service and service desk management
• 3 years previous experience in managing a client service oriented team
• Strong customer service orientation.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Strong interpersonal and oral communication skills.
• Skilled at working within a team-oriented, collaborative environment.
• Ability to present ideas and solutions in business-friendly and user-friendly language.
• Ability to conduct research into e-mail software issues and products as required.
• Highly self motivated and directed.
• Keen attention to detail.

Please add the job title SERVICE DELIVERY TEAM LEAD in your application.

This is an urgent position.
Successful candidates will be given job offer asap to start immediately.

Candidates who will apply within the week will be highly prioritized.

We will only respond to qualified candidates.Apply TODAY!

Transcom Asia 4th Flr.
Transcom Center Bldg.
Las Fiestas Rd. (beside Fun Ranch & Tiendesitas)
Frontera Verde Compound, Pasig City
National Capital Reg 1600
Telephone: 702-2400 or 702-2447
email address: doj.soriano@nucomm.net

DIALER ADMINISTRATOR
(National Capital Reg – Pasig City)

Responsibilities:

* Perform maintenance routines including scheduled backup
* To satisfy Client requirements and mandates for outbound campaigns as outlined by individual Client needs and expectations.
* Adhere to the request and quality assurance process by testing as defined before releasing
* Ensure that data is 100% accurate
* To ensure accuracy and profitability.
* To use required tools for efficiency in performance
* To ensure accurate data and consistent procedure to meet client needs and expectations.
* Ensure most effective tools are being used and provide recommendations for improvements
* To manage external outsourcers to ensure accuracy and client satisfaction.
* Manage data to and from dialers
* Build campaigns including screen pops, CIM, and reporting feeds.
* Manage data to and from clients
* Mine databases to supplement lists provided by the client.
* Use of Access and Excel and Database Structure
* Organize and Document information, process, and procedure.
* Catalogue and archive data for historical reference.
* Co-ordinate campaign launches with external outsourcers, outlining the logic, data and reporting specifications.

Requirements:

* Candidate must possess at least a Bachelor’s/College Degree , Computer Science/Information Technology  equivalent.
* At least 1 year(s) of working experience in the related field is required for this position.
* Applicants must be willing to work in Pasig City.

Please add the job title DIALER ADMINISTRATOR in your application.

We will only respond to qualified candidates.
Apply TODAY!

Transcom Asia
4th Flr.Transcom Center Bldg.
Las Fiestas Rd. (beside Fun Ranch & Tiendesitas)
Frontera Verde Compound, Pasig City
National Capital Reg 1600
Telephone: 702-2400 or 702-2447
email address: work@transcom.com

IT Service Delivery Analyst
(National Capital Reg – Pasig City)

Responsibilities:
The Service Desk Senior Analyst’s role is to act as a Subject Matter Expert for First Line of Support staff and ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of Service Desk functions. The Service Desk Senior Analyst will also contribute to incident and problem resolution by giving in-person, hands-on support to end users at the desktop level.

Operational Management
•Ensure that Service Desk Team is providing first-class service support from initial client contact to closure. Ensure requests are received and handled in a professional manner and logged with sufficient information. Manage the processing of incoming calls to the Service Desk via both telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues.
•Manage day-to-day activities with Hands on approach, upholding the industry service standards and expectations to ensure that the team goals and SLA’s are met. Conduct daily shift and periodic meeting to make sure the team understands daily goals, task assignments, and important communications.
•Manage 2nd point of Escalations when SLA & End User Satisfaction fail. Act as a further escalation point for customers and internal IT Support teams.
•Takeover or assist a Service Desk Analyst with their ticket or calls when necessary. Provide floor support when available

Specific Roles

As a Subject Matter Expert for First Line Support:

• Act as a knowledge/subject expert for specific areas of IT
• Manage Service Support Transition from IT Project or Service Owners to IT Service Desk Team
• Mentor Junior Service Delivery Analysts on the assigned specific areas of IT
• Prepare documentation and training materials for IT Service Delivery Team
• Determine & Recommend individual Service desk Analyst Areas of Improvement.
• Recommend training or coaching requirement
• Generate Reports in aid to review Trends and Pattern of Volume of tickets calls, emails and tickets/request.

As a Major Incident Coordinator:

• Assist or take over investigation and resolution of Major Incidents from Junior Service Desk Analysts
• Manage and participate in Major Incident Conference Bridges or Tech Bridges
• Prepare Incident Report for Major Incidents

As a Problem Coordinator:

• Review Trends, patterns and history of tickets. Recommend Tickets which requires creation of proactive problem tickets
• Coordinate with Tier 2 Techs, 3rd Party Support, about gathering of info and searching for Root Cause for a problem
• Prepare and Update Known Error Database & Troubleshooting Guides once a Problem has been resolved

As an IT QA Analyst:

Assist in setting Targets and KPI for Junior Service Desk Analysts
Review Ticket History, determine areas of improvement, acknowledge positive actions done
Research and recommend industry standard practices to meet a world class service.

As IT Business Engagement Coordinator & Relationship Coordinator:

Coordinate Configuration Change Schedules
Attend to or manage Operations periodic touch point meeting, to make sure Service Desk is still meeting the SLAs and review areas of improvement
Review Survey Feedback, conduct investigation and coaching for any negative feedback, and recognize for those given by a positive feedback.

Requirements:
Education:

• College diploma or university degree in the field of computer science and/or 3 years equivalent work experience.
• Certifications in ITIL, COBIT or HDI

IT Knowledge & Experience:

• Deep-seated experience with desktop and server operating systems, including MS Windows 2003, XP, MS Terminal Services
• Extensive application support experience with Citrix Metaframe Servers, Avaya Telephony System and knowledge of programming languages, including ADSI Scripting, SQL.
• Working knowledge of a range of diagnostic utilities, including Network Monitoring Systems, Active Directory Tools, etc
• Demonstrated progressive / 3 years experience in the management of a technical support team.
• Proven track record of developing and providing Service Level Agreements and Service Desk deliverables.
• 3 years previous experience in customer service and service desk management
• 3 years previous experience in managing a client service oriented team

Personal Characteristics

•Strong customer service orientation.
•Proven analytical and problem-solving abilities.
•Ability to effectively prioritize and execute tasks in a high-pressure environment.
•Strong interpersonal and oral communication skills.
•Skilled at working within a team-oriented, collaborative environment.
•Ability to present ideas and solutions in business-friendly and user-friendly language.
•Ability to conduct research into e-mail software issues and products as required.
•Highly self motivated and directed.
•Keen attention to detail.

Physical Demands

Rotating shifts, off hours availability.
•40-hour on-site work week with on-call availability.
•Sitting for extended periods of time.
•Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components.
•Occasional lifting and transporting of moderately heavy objects such as servers and documentation binders.

Transcom Asia
4th Flr. Transcom Center Bldg.,
Las Fiestas Rd. (beside Fun Ranch & Tiendesitas)
Fontera Verde Compound,
Pasig City, National Capital Reg 1600
Telephone: 702-2400 or 702-2447
email address: work@transcom.com

TECHNICAL SUPPORT REPRESENTATIVES

(National Capital Reg – Pasig City)
Responsibilities:

• CSR’s main task is to offer full range of customer service to assigned Employer’s Clients, by phone, fax, or mail/e-mail. Full range of customer service includes handling of incoming calls and outgoing calls (incl. sales calls). The offered customer service should be of highest quality – accurate, polite, and competent.
• CSR’s work duties can as well include data input to Clients’ programs and other back office tasks. The Back Office tasks should be made on first opportunity, precisely.
• Additional responsibilities may be added as the needs of the business change and expand:

People

• Be open and receptive to constructive feedback from Team Leaders, Training and Quality Manager, and other CSR’s. Listen, ask questions, and enthusiastically implement the tools given to improve the quality of your work.
• Help to keep motivation high by being supportive to your colleagues
• Take full responsibility and the required action for assigned tasks.

Performance

• Understand, meet, and exceed targets set by your TL for different clients/projects.
• Propose motivational activities.
• Propose ideas for continuous improvement.
• Meet or exceed all attendance minimums.
• Zero justified complaints
• To complete self-training through the use of the Intranet

Quality

• Have a clear understanding of quality expectations for the different clients and projects.
• Improve the quality of your work on a daily basis by learning and implementing new skills with help from Team Leaders, Training and Quality Manager and other CSR’s.

Process integrity

• Be actively involved in problem solving and propose improvements to processes.
• Implement and respect Transcom standard practices.

Culture

• Promote TransVision objectives.
• Conduct yourself in a manner consistent with the values of the organization.
• Make Transcom an enjoyable place to work.

Qualification and experience

To qualify for this role you must:

• Have a College Degree or at least reached 2nd year College level
• Have a good understanding of Customer Relation Management best practice
• Have good Communication Skills
• Eligible to work in the Philippines
• Be of legal age

Personality profile:

To be successful in this role you must:

• Possess positive attitude.
• Have very good interpersonal skills (both written and oral)
• Take ownership for quality, competence, and commitment.
• Enjoy/thrive on autonomy within the franchise framework and be results focused.
• Be highly motivated and prepared to work hard.
• Have high personal energy and enjoy a lively environment.
• Be highly flexible and welcome change/improvements.

Working environment

You should be ready to:

• Work in a fast-paced, results-oriented environment. Results will be discussed frequently throughout the day, including call monitoring, sales, productivity, and service levels. Written tests can be organised on a regular basis. May be required to change projects or priorities to meet the needs of the business.

Requirements:

* Candidate must possess at least a Vocational Diploma / Short Course Certificate, any field.
* Required language(s): English
* At least 1 year(s) of working experience in the related field is required for this position.
* Applicants must be willing to work in Pasig City.
* Preferably 1-4 Yrs Experienced Employees specializing in Customer Service or equivalent.
* 75 Full-Time positions available.

Transcom Asia 4th Flr. Transcom Center Bldg., Las Fiestas Rd. (beside Fun Ranch & Tiendesitas) Fontera Verde Compound, Pasig City, National Capital Reg 1600 Telephone: 702-2400 or 702-2447 email address: jobsbcd@transcom.com

SERVICE DELIVERY SENIOR ANALYST
(National Capital Reg – Pasig City)

Responsibilities:
The Role

The Service Desk Senior Analyst’s role is to act as a Subject Matter Expert for First Line of Support staff and ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of Service Desk functions. The Service Desk Senior Analyst will also contribute to incident and problem resolution by giving in-person, hands-on support to end users at the desktop level.

Operational Management

* Ensure that Service Desk Team is providing first-class service support from initial client contact to closure. Ensure requests are received and handled in a professional manner and logged with sufficient information. Manage the processing of incoming calls to the Service Desk via both telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues.

* Manage day-to-day activities with Hands on approach, upholding the industry service standards and expectations to ensure that the team goals and SLA’s are met. Conduct daily shift and periodic meeting to make sure the team understands daily goals, task assignments, and important communications.

* Manage 2nd point of Escalations when SLA & End User Satisfaction fail. Act as a further escalation point for customers and internal IT Support teams.

* Takeover or assist a Service Desk Analyst with their ticket or calls when necessary. Provide floor support when available

Specific Roles

* Act as a knowledge/subject expert for specific areas of IT

* Manage Service Support Transition from IT Project or Service Owners to IT Service Desk Team

* Mentor Junior Service Delivery Analysts on the assigned specific areas of IT

* Prepare documentation and training materials for IT Service Delivery Team

* Determine & recommend individual Service desk Analyst Areas of Improvement. Recommend training or coaching requirement

* Generate reports in aid to review trends and pattern of volume of tickets calls, emails and tickets/request

As a Major Incident Coordinator:

* Assist or take over investigation and resolution of Major Incidents from Junior Service Desk Analysts

* Manage and participate in Major Incident Conference Bridges or Tech Bridges

* Prepare Incident Report for Major Incidents

* As a Problem Coordinator:

* Review Trends, patterns and history of tickets. Recommend Tickets which requires creation of proactive problem tickets

* Coordinate with Tier 2 Techs, 3rd Party Support, about gathering of info and searching for Root Cause for a problem

* Prepare and Update Known Error Database & Troubleshooting Guides once a Problem has been resolved

* As an IT QA Analyst:

* Assist in setting Targets and KPI for Junior Service Desk Analysts

* Review Ticket History, determine areas of improvement, acknowledge positive actions done

* Research and recommend industry standard practices to meet a world class service.

* As IT Business Engagement Coordinator & Relationship Coordinator:

* Coordinate Configuration Change Schedules

* Attend to or manage Operations periodic touch point meeting, to make sure Service Desk is still meeting the SLAs and review areas of improvement

* Review Survey Feedback, conduct investigation and coaching for any negative feedback, and recognize for those given by a positive feedback.

Requirements:

* College diploma or university degree in the field of computer science and/or 3 years equivalent work experience.

* Certifications in ITIL, COBIT or HDI

* Experience with desktop and server operating systems, including MS Windows 2003, XP, MS Terminal Services

* Extensive application support experience with Citrix Metaframe Servers, Avaya Telephony System and knowledge of programming languages, including ADSI Scripting, SQL.

* Working knowledge of a range of diagnostic utilities, including Network Monitoring Systems, Active Directory Tools, etc

* Demonstrated progressive / 3 years experience in the management of a technical support team.

* Proven track record of developing and providing Service Level Agreements and Service Desk deliverables.

* 3 years previous experience in customer service and service desk management

* 3 years previous experience in managing a client service oriented team

Transcom Center Bldg.
Transcom Asia 4th Flr.
Las Fiestas Rd. (beside Fun Ranch & Tiendesitas)
Frontera Verde Compound, Pasig City
National Capital Reg 1600
email address: liza.oafericua@nucomm.net, melissa.hinkson@nucomm.net

ACCOUNT COORDINATOR (BACOLOD)
(National Capital Reg – Bacolod)
Responsibilities:

• Proactively review program results and provide creative suggestions to improve service to client accounts.

• Act as a day to day client contact for all clients assigned when Account Manager is not available or whenever called upon directly by the Client or the Executive team.
• Maintain and foster open communication channels with all departments and contacts, both internally and externally.
• Accept full accountability for assigned program’s success.
• Provide weekly status update summaries for all client programs.
• Complete daily quality reviews for assigned programs.
• Provide required support for assigned Account Managers.
• Active participation and attendance at Quarterly Business Reviews or in preparation for Quarterly Business Reviews as required by Account Manager or Executive.
• Provide Account Management and Client Contact with analytical findings identifying drivers for program performance.
• Ensure required visibility to program and agent performance.
• Provide proactive solutions to avoid program issues based on historical data, trending results, and experiences.
• Generate Daily/Weekly/Monthly reports, as requested, using formats provided by the Account Manager.
• Prepare all assigned client invoices as required and outlined in executed agreements.
• Submit all client launch NuStars and required modifications.
• Submit and manage all required Non Conformance Reports (monthly and adhoc), as outlined in COM.
• Submit and follow up on Account Manager requested tandims.

• Proactively review campaign results (Quality Scores, CSAT Scores, Specification Results versus Campaign Requirements, etc.) and identify required improvement areas.
• Establish regularly scheduled Quality Calibration sessions, either internally, externally, or both, with Quality Auditors to review the Quality of all programs.
• Provide direction to Online Content Department with respect to Trouble Shooting Guides to ensure they are accurate and effective.
• Proactively work with Operations and other Support departments to identify and solve issues.
• Monitor and submit client complaints, managing the process from initiation through to fruition.
• Maintenance and management of active and inactive telecom and network infrastructure resources.
• TSR Tandim maintenance.
• Attend work as scheduled and on time.
• Demonstrate a willingness to learn and/or an ability to use the Microsoft Office software suite of tools.
• Attend all meetings as requested by Account Manager or Executive Team.
• Ensure all timelines/deadlines of assigned tasks are met or communicated effectively.
• Ensure all spec tracking and spec changes meets ISO documented procedures.
• Adhere to Transcom Processes as defined in COM.
• Exude a willingness to learn and advance.
• Submit one CAR per month.

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 Bacolod.
* Preferably 1-4 Yrs Experienced Employees.
* 4 Full-Time positions available.

Transcom Asia
4th Flr. Transcom Center Bldg.,
Las Fiestas Rd. (beside Fun Ranch & Tiendesitas)
Frontera Verde Compound,
Pasig City, National Capital Reg 1600
Telephone: 702-2400 or 702-2447

CUSTOMER SERVICE REPRESENTATIVES: ITALIAN-SPEAKING (FOR POOLING)

(National Capital Reg)
Responsibilities:

Responsible for providing customer care activities for defined client projects.
• The CSR reports directly to the Team Leader (TL).

Description of Role and Objectives:

• CSR should perform assigned customer service, telemarketing, and Back office duties the best way to meet company objectives in all areas of employee, client, and shareholder satisfaction.

Responsibilities:

• CSR’s main task is to offer full range of customer service to assigned Employer’s Clients, by phone, fax, or mail/e-mail. Full range of customer service includes handling of incoming calls and outgoing calls (incl. sales calls). The offered customer service should be of highest quality – accurate, polite, and competent.
• CSR’s work duties can as well include data input to Clients’ programs and other back office tasks. The Back Office tasks should be made on first opportunity, precisely.
• Additional responsibilities may be added as the needs of the business change and expand:

People

• Be open and receptive to constructive feedback from Team Leaders, Training and Quality Manager, and other CSR’s. Listen, ask questions, and enthusiastically implement the tools given to improve the quality of your work.
• Help to keep motivation high by being supportive to your colleagues
• Take full responsibility and the required action for assigned tasks.

Performance

• Understand, meet, and exceed targets set by your TL for different clients/projects.
• Propose motivational activities.
• Propose ideas for continuous improvement.
• Meet or exceed all attendance minimums.
• Zero justified complaints
• To complete self-training through the use of the Intranet

Quality

• Have a clear understanding of quality expectations for the different clients and projects.
• Improve the quality of your work on a daily basis by learning and implementing new skills with help from Team Leaders, Training and Quality Manager and other CSR’s.

Process integrity

• Be actively involved in problem solving and propose improvements to processes.
• Implement and respect Transcom standard practices.

Culture

• Promote TransVision objectives.
• Conduct yourself in a manner consistent with the values of the organization.
• Make Transcom an enjoyable place to work.

Qualification and experience

To qualify for this role you must:

• Have a College Degree or at least reached 2nd year College level
• Have a good understanding of Customer Relation Management best practice
• Have good Communication Skills
• Eligible to work in the Philippines
• Be of legal age

Personality profile:

To be successful in this role you must:

• Possess positive attitude.
• Have very good interpersonal skills (both written and oral)
• Take ownership for quality, competence, and commitment.
• Enjoy/thrive on autonomy within the franchise framework and be results focused.
• Be highly motivated and prepared to work hard.
• Have high personal energy and enjoy a lively environment.
• Be highly flexible and welcome change/improvements.

Working environment

You should be ready to:

• Work in a fast-paced, results-oriented environment. Results will be discussed frequently throughout the day, including call monitoring, sales, productivity, and service levels. Written tests can be organised on a regular basis. May be required to change projects or priorities to meet the needs of the business.

Requirements:

Candidate must possess at least a Vocational Diploma / Short Course Certificate, Bachelor’s/College Degree , Post Graduate Diploma / Master’s Degree, any field.
Required skill(s): Microsoft Windows.
At least 1 year(s) of working experience in the related field is required for this position.
Applicants must be willing to work in Pasig.
Preferably 1-4 Yrs Experienced Employees specializing in Customer Service or equivalent.
250 Full-Time positions available.

Transcom Asia
4th Flr. Transcom Center Bldg.,
Las Fiestas Rd. (beside Fun Ranch & Tiendesitas)
Frontera Verde Compound,
Pasig City, National Capital Reg 1600
Telephone: 702-2400 or 702-2447

Requirements:

* Candidate must possess at least a Vocational Diploma / Short Course Certificate, any field.
* Required skill(s): Microsoft Windows.
* Required language(s): Italian
* Fresh graduates/Entry level applicants are encouraged to apply.
* 15 Full-Time positions available.

Transcom Asia 4th Flr. Transcom Center Bldg., Las Fiestas Rd. (beside Fun Ranch & Tiendesitas) Fontera Verde Compound, Pasig City, National Capital Reg 1600 Telephone: 702-2400 or 702-2447 email address:

SERVICE DELIVERY TEAM LEAD
(National Capital Reg – Pasig City)

Responsibilities:

The Service Desk Team Lead’s role is to oversee a group of Service Desk staff and ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of Service Desk functions. The Service Desk Team Lead will also contribute to problem resolution by giving in-person, hands-on support to end users at the desktop level.

• Manage the Team’s schedule to ensure that the Service Desk Hotline is staffed at all times in order to meet Service Levels and Team Targets.

• Track and analyze trends in Service Desk requests and generate statistical reports. Review Volume Requirements and provide recommendation for staffing requirements.

• Provide recommendation for acquisition of equipment, tools, and space needed to allow team members to adequately support the customers.
• Perform Interviews and applicant screening as required.

• Ensure that Service Desk Team is providing first-class service support from initial client contact to closure. Ensure requests are received and handled in a professional manner and logged with sufficient information. Manage the processing of incoming calls to the Service Desk via both telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues.
• Manage day-to-day activities with Hands on approach, upholding the industry service standards and expectations to ensure that the team goals and SLA’s are met. Conduct daily shift and periodic meeting to make sure the team understands daily goals, task assignments, and important communications.

• Manage 2nd point of Escalations when SLA & End User Satisfaction fail. Act as a further escalation point for customers and internal IT Support teams.

• Takeover or assist a Service Desk Analyst with their ticket or calls when necessary. Provide floor support when available

• Enforce Company & Department Rules, Regulations and Standard Procedures.

• Ensure that Service Desk Team is providing first-class service support from initial client contact to closure. Ensure requests are received and handled in a professional manner and logged with sufficient information. Manage the processing of incoming calls to the Service Desk via both telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues.

• Manage day-to-day activities with Hands on approach, upholding the industry service standards and expectations to ensure that the team goals and SLA’s are met. Conduct daily shift and periodic meeting to make sure the team understands daily goals, task assignments, and important communications.

• Manage 2nd point of Escalations when SLA & End User Satisfaction fail. Act as a further escalation point for customers and internal IT Support teams.

• Takeover or assist a Service Desk Analyst with their ticket or calls when necessary. Provide floor support when available

• Enforce Company & Department Rules, Regulations and Standard Procedures.

• Ensure that Service Desk Team is providing first-class service support from initial client contact to closure. Ensure requests are received and handled in a professional manner and logged with sufficient information. Manage the processing of incoming calls to the Service Desk via both telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues.

• Manage day-to-day activities with Hands on approach, upholding the industry service standards and expectations to ensure that the team goals and SLA’s are met. Conduct daily shift and periodic meeting to make sure the team understands daily goals, task assignments, and important communications.

• Manage 2nd point of Escalations when SLA & End User Satisfaction fail. Act as a further escalation point for customers and internal IT Support teams.

• Takeover or assist a Service Desk Analyst with their ticket or calls when necessary. Provide floor support when available

• Enforce Company & Department Rules, Regulations and Standard Procedures.

Requirements:
• College diploma or university degree in the field of computer science and/or 3 years equivalent work experience.
• Certifications in ITIL, COBIT or HDI

• Deep-seated experience with desktop and server operating systems, including MS Windows 2003, XP, MS Terminal Services

• Extensive application support experience with Citrix Metaframe Servers, Avaya Telephony System and knowledge of programming languages, including ADSI Scripting, SQL.

• Working knowledge of a range of diagnostic utilities, including Network Monitoring Systems, Active Directory Tools, etc

• Demonstrated progressive / 3 years experience in the management of a technical support team.

• Proven track record of developing and providing Service Level Agreements and Service Desk deliverables.

• 3 years previous experience in customer service and service desk management

• 3 years previous experience in managing a client service oriented team

• Strong customer service orientation.
• Proven analytical and problem-solving abilities.

• Ability to effectively prioritize and execute tasks in a high-pressure environment.

• Strong interpersonal and oral communication skills.

• Skilled at working within a team-oriented, collaborative environment.

• Ability to present ideas and solutions in business-friendly and user-friendly language.

• Ability to conduct research into e-mail software issues and products as required.

• Highly self motivated and directed.

• Keen attention to detail.

Please add the job title SERVICE DELIVERY TEAM LEAD in your application.

This is an urgent position.

Successful candidates will be given job offer asap to start immediately.

Candidates who will apply within the week will be highly prioritized.

We will only respond to qualified candidates.Apply TODAY!

Transcom Asia 4th Flr.
Transcom Center Bldg.
Las Fiestas Rd. (beside Fun Ranch & Tiendesitas)
Frontera Verde Compound, Pasig City
National Capital Reg 1600
Telephone: 702-2400 or 702-2447
email address: liza.oafericua@nucomm.net

DIALER ADMINISTRATOR
(National Capital Reg – Pasig City)

Responsibilities:

• Perform maintenance routines including scheduled backups

• To satisfy Client requirements and mandates for outbound campaigns as outlined by individual Client needs and expectations.

• Adhere to the request and quality assurance process by testing as defined before releasing

• Ensure that data is 100% accurate

• To ensure accuracy and profitability.

• To use required tools for efficiency in performance

• To ensure accurate data and consistent procedure to meet client needs and expectations.

• Ensure most effective tools are being used and provide recommendations for improvements

• To manage external outsourcers to ensure accuracy and client satisfaction.

• Manage data to and from dialers

• Build campaigns including screen pops, CIM, and reporting feeds.

• Manage data to and from clients

• Mine databases to supplement lists provided by the client.

• Use of Access and Excel and Database Structure

• Organize and Document information, process, and procedure.

• Catalogue and archive data for historical reference.

• Co-ordinate campaign launches with external outsourcers, outlining the logic, data and reporting specifications.

Requirements:

* Candidate must possess at least a Bachelor’s/College Degree , Computer Science/Information Technology  equivalent.

* At least 1 year(s) of working experience in the related field is required for this position.

* Applicants must be willing to work in Pasig City.

Please add the job title DIALER ADMINISTRATOR in your application.

Transcom Asia
4th Flr.Transcom Center Bldg.
Las Fiestas Rd. (beside Fun Ranch & Tiendesitas)
Frontera Verde Compound, Pasig City
National Capital Reg 1600
Telephone: 702-2400 or 702-2447
email address: liza.oafericua@nucomm.net

CUSTOMER SERVICE REPRESENTATIVES: ITALIAN-SPEAKING (FOR POOLING)
(National Capital Reg)
Responsibilities:

Responsible for providing customer care activities for defined client projects.
• The CSR reports directly to the Team Leader (TL).

Description of Role and Objectives:

• CSR should perform assigned customer service, telemarketing, and Back office duties the best way to meet company objectives in all areas of employee, client, and shareholder satisfaction.

Responsibilities:

• CSR’s main task is to offer full range of customer service to assigned Employer’s Clients, by phone, fax, or mail/e-mail. Full range of customer service includes handling of incoming calls and outgoing calls (incl. sales calls). The offered customer service should be of highest quality – accurate, polite, and competent.
• CSR’s work duties can as well include data input to Clients’ programs and other back office tasks. The Back Office tasks should be made on first opportunity, precisely.
• Additional responsibilities may be added as the needs of the business change and expand:

People

• Be open and receptive to constructive feedback from Team Leaders, Training and Quality Manager, and other CSR’s. Listen, ask questions, and enthusiastically implement the tools given to improve the quality of your work.
• Help to keep motivation high by being supportive to your colleagues
• Take full responsibility and the required action for assigned tasks.

Performance

• Understand, meet, and exceed targets set by your TL for different clients/projects.
• Propose motivational activities.
• Propose ideas for continuous improvement.
• Meet or exceed all attendance minimums.
• Zero justified complaints
• To complete self-training through the use of the Intranet

Quality

• Have a clear understanding of quality expectations for the different clients and projects.
• Improve the quality of your work on a daily basis by learning and implementing new skills with help from Team Leaders, Training and Quality Manager and other CSR’s.

Process integrity

• Be actively involved in problem solving and propose improvements to processes.
• Implement and respect Transcom standard practices.

Culture

• Promote TransVision objectives.
• Conduct yourself in a manner consistent with the values of the organization.
• Make Transcom an enjoyable place to work.

Qualification and experience

To qualify for this role you must:

• Have a College Degree or at least reached 2nd year College level
• Have a good understanding of Customer Relation Management best practice
• Have good Communication Skills
• Eligible to work in the Philippines
• Be of legal age

Personality profile:

To be successful in this role you must:

• Possess positive attitude.
• Have very good interpersonal skills (both written and oral)
• Take ownership for quality, competence, and commitment.
• Enjoy/thrive on autonomy within the franchise framework and be results focused.
• Be highly motivated and prepared to work hard.
• Have high personal energy and enjoy a lively environment.
• Be highly flexible and welcome change/improvements.

Working environment

You should be ready to:

• Work in a fast-paced, results-oriented environment. Results will be discussed frequently throughout the day, including call monitoring, sales, productivity, and service levels. Written tests can be organised on a regular basis. May be required to change projects or priorities to meet the needs of the business.

Requirements:

Candidate must possess at least a Vocational Diploma / Short Course Certificate, Bachelor’s/College Degree , Post Graduate Diploma / Master’s Degree, any field.
Required skill(s): Microsoft Windows.
At least 1 year(s) of working experience in the related field is required for this position.
Applicants must be willing to work in Pasig.
Preferably 1-4 Yrs Experienced Employees specializing in Customer Service or equivalent.
250 Full-Time positions available.

Transcom Asia
4th Flr. Transcom Center Bldg.,
Las Fiestas Rd. (beside Fun Ranch & Tiendesitas)
Frontera Verde Compound,
Pasig City, National Capital Reg 1600
Telephone: 702-2400 or 702-2447

Requirements:

* Candidate must possess at least a Vocational Diploma / Short Course Certificate, any field.
* Required skill(s): Microsoft Windows.
* Required language(s): Italian
* Fresh graduates/Entry level applicants are encouraged to apply.
* 15 Full-Time positions available.

Transcom Asia 4th Flr. Transcom Center Bldg., Las Fiestas Rd. (beside Fun Ranch & Tiendesitas) Fontera Verde Compound, Pasig City, National Capital Reg 1600 Telephone: 702-2400 or 702-2447 email address:

Network Engineer/ Technician
(National Capital Reg – Pasig City)

Responsibilities:
The Network Technician’s role is to ensure the stability and integrity of in-house voice, data, video, and wireless network services. This is achieved by planning, designing, and developing local area networks (LANs) and wide area networks (WANs) across the organization. In addition, the Network Technician will participate with the installation, monitoring, maintenance, support, and optimization of all network hardware, software, and communication links. This individual will also analyze and resolve network hardware and software problems in a timely and accurate fashion, and provide end user training where required.

Strategy & Planning
• Collaborate with executive management and department leaders to assess near- and long-term network capacity needs.
• Create and maintain documentation as it relates to network configuration, network mapping, processes, and service records.
• Develop, implement and maintain policies, procedures, and associated training plans for network administration, usage, and disaster recovery.

Acquisition & Deployment
• Design and deploy company LANs, WANs, and wireless networks, including servers, routers, hubs, switches, UPSs, and other hardware.
• Conduct research on network products, services, protocols, and standards to remain abreast of developments in the networking industry.
• Oversee new and existing equipment, hardware, and software upgrades.
• Interact and negotiate with vendors, outsourcers, and contractors to secure network products and services.

Operational Management
• Configure networks to ensure their smooth and reliable operation for fulfilling business objectives and processes.
• Monitor network performance and troubleshoot problem areas as needed.
• Oversee installation, configuration, maintenance, and troubleshooting of end user workstation hardware, software, and peripheral devices.
• Ensure network connectivity of all servers, workstations, telephony equipment, fax machines, and other network appliances.
• Manage servers, including database, e-mail, print, and backup servers and their associated operating systems and software.
• Practice network asset management, including maintenance of network component inventory and related documentation and technical specifications information.
• Monitor and test network performance and provide network performance statistics and reports.
• Participate in managing all network security solutions.
• Perform server and security audits, and system backups and recovery.
• Manage and/or provide guidance to junior members of the team.

Requirements:
Formal Education & Certification
• University degree in computer science, networking, or electrical engineering and/or 5-8+ years equivalent work experience.
• Certifications; CCNA required, CCNP or CCIE beneficial

Knowledge & Experience
• Proven experience and success with LAN, WAN.
• WLAN knowledge is beneficial
• Switch / Router / Firewall / VPN capabilities
• Proven experience with network capacity planning, network security principles, and general network management best practices.
• Experience with network and network hardware monitoring
• Understanding of telephony as it pertains to VOIP / QOS.
• Working technical knowledge of current network hardware, protocols, and Internet standards
• Excellent hardware troubleshooting experience.
• Competence with testing tools and procedures data circuits.
• Good understanding of the organization’s goals and objectives.

Personal Attributes
• Strong interpersonal, written, and oral communication skills.
• Able to conduct research into networking issues and products as required.
• Ability to present ideas in user-friendly language.
• Highly self motivated and directed, with keen attention to detail.
• Proven analytical and problem-solving abilities.
• Able to effectively prioritize tasks in a high-pressure environment.
• Strong customer service orientation.
• Experience working in a team-oriented, collaborative environment.

Work Conditions

• On-call availability for
• Various shifts including North American / Europe / Asia
• Sitting for extended periods of time.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components.
• Occasional inspection of cables in floors and ceilings.
• Lifting and transporting of moderately heavy objects, such as computers and peripherals.

Transcom Asia
4th Flr. Transcom Center Bldg.
Las Fiestas Rd. (beside Fun Ranch & Tiendesitas)
Fontera Verde Compound, Pasig City
National Capital Reg 1600
Telephone: 702-2400 or 702-2447
email address: liza.oafericua@nucomm.net

DATABASE ADMINISTRATOR
(National Capital Reg – Pasig City)

Requirements:
The Database Administrator’s role is to design, install, monitor, maintain, and performance tune production databases while ensuring high levels of data availability. This individual is also responsible for developing, implementing, and overseeing database policies and procedures to ensure the integrity and availability of databases and their accompanying software.

•Assess and develop long-term strategic goals for production databases in conjunction with data owners and department managers.
•Work with application development staff to develop database architectures, coding standards, and quality assurance policies and procedures.
•Design and implement redundant systems, policies, and procedures for disaster recovery and data archiving to ensure effective protection and integrity of data assets.

•Create models for new database development and/or changes to existing ones.
•Install and configure relevant network components to ensure database access as well as database consistency and integrity.
•Respond to and resolve database access and performance issues.
•Monitor database system details within the database, including stored procedures and execution time, and implement efficiency improvements.
•Monitor, optimize and allocate physical data storage for database systems.
•Plan and coordinate data migrations between systems.
•Review and deploy changes and releases to production database which includes stored procedures, views, and database definition changes.
•Develop, implement, and maintain change control and testing processes for modifications to databases.
•Create, or support creation of, required reports in response to business user needs.
•Perform database transaction and security audits.
•Establish appropriate end-user database access control levels.
•Develop routines for end users to facilitate best practices database use.
•Manage and/or provide guidance to junior members of the team.

•College diploma or university degree in the field of computer science and/or 2 years equivalent work experience.
•Strong understanding of database structures, theories, principles, and practices.
•Working technical experience with designing, building, installing, configuring and supporting database servers, including MS SQL Server 2000 and MS SQL Server 2005.
•Hands-on database tuning and troubleshooting experience.
•Experience with data processing flowcharting techniques.
•Project management experience.
•Good understanding of the organization’s goals and objectives.
•Knowledge of applicable data privacy practices and laws.
•Good written and oral communication skills.
•Strong technical documentation skills.
•Good interpersonal skills.
•Ability to conduct research into database issues, standards, and products as required.
•Ability to present ideas in user-friendly language.
•Highly self motivated and directed.
•Keen attention to detail.
•Proven analytical and problem-solving abilities.
•Ability to effectively prioritize and execute tasks in a high-pressure environment.
•Strong customer service orientation.
•Experience working in a team-oriented, collaborative environment.

Please add the job title DATABASE ADMINISTRATOR in your application.

This is an urgent position.
Successful candidates will be given job offer asap to start immediately.

Candidates who will apply within the week will be highly prioritized.

We will only respond to qualified candidates.
Apply TODAY!

Transcom Asia 4th Flr.
Transcom Center Bldg.
Las Fiestas Rd. (beside Fun Ranch & Tiendesitas)
Frontera Verde Compound, Pasig City
National Capital Reg 1600
Telephone: 702-2400 or 702-2447
email address: liza.oafericua@nucomm.net

IT Service Delivery Analyst
(National Capital Reg – Pasig City)

Requirements:
Bachelors degree in IT or equivalent experience
Microsoft, ITIL, HDI Certifications is a plus
Knowledge in T-SQL, Oracle is a plus
Windows NT4 and Windows 2000/2003 Server Administration using remote tools
Microsoft Exchange 2000, 2003, 2007 support skills
Working experience with managing Internet access (ISA server management)
Experience with the set up and troubleshooting of hardware and software on Intel based Windows computers in a business environment.
Applicants with Windows services management, security and NT/AD domain models, TCP/IP, Domain Name Resolution, MS Office Application Support, customer support experience are highly desired.
2 to 3 years experience in an IT Helpdesk role or an equivalent combination of education and experience.
Proven working knowledge of call tracking systems, remote operational software and other helpdesk tools. Experience of call centre technology is preferred.
Good verbal and written English communication skills.
Knowledge of other European languages (i.e. French, Italian, Spanish, German, etc.) is a plus

Personal Characteristics:

Candidates must possess excellent conceptual and analytical problem solving abilities and must be able to troubleshoot issues in remote locations where on-site technical support is minimal
Must have good verbal and written communication skills and be able to produce technical documentation
Must be details oriented, able to work and act independently or in a team
Timetable flexibility and initiative
Remote resolution of technical incidents reported by end users regarding:
o PC’s, laptops, printers, network connection, internet access, standard and client’s applications
o Standard and client’s software installation, configuration and update
o LAN and email support to end users
o User management, file access permission management
o Telecom Agent management
Provide phone and remote service assistance
Ensure all work is carried out and documented in accordance with required standards, methods and procedures
Execute maintenance activity according to the procedure, report status about the result, escalate any non-documented or non-standard issue
Maintain daily relationship with IT organizations and Business Customers
Escalate faults/query calls or trouble tickets to IT/Operations/Development Team/Service Delivery Second Line Support or Solution Delivery Development Teams and track until resolution

Transcom Asia
4th Flr. Transcom Center Bldg.,
Las Fiestas Rd. (beside Fun Ranch & Tiendesitas)
Fontera Verde Compound,
Pasig City, National Capital Reg 1600
Telephone: 702-2400 or 702-2447
email address: liza.oafericua@nucomm.net

REPORTING ANALYST (PASIG SITE)
(National Capital Reg – Pasig City)

Responsibilities:
• Gather data for and populate internal and external production and marketing reports.
• Analyze client data and finished reports to ensure accuracy and completeness.
• Maintain delivery schedule for all client reports and ensure scheduled delivery times are met.
• Accurately track the finish times on all daily/weekly/monthly tasks.
• Track and document all progress on any requests submitted through Request Approval System.
• Recommend improvements to increase efficiencies.

Requirements:

* Candidate must possess at least a Bachelor’s/College Degree , Computer Science/Information Technology or equivalent.
* Required language(s):
* At least 1 year(s) of working experience in the related field is required for this position.
* Applicants must be willing to work in Pasig City.
* Preferably 1-4 Yrs Experienced Employees specializing in IT/Computer – Network/System/Database Admin or equivalent.
* 2 Full-Time positions available.

Urgency to fill the position.

Send your CV once.

Apply today!

Transcom Asia
4th Flr. Transcom Center Bldg.,
Las Fiestas Rd. (beside Fun Ranch & Tiendesitas)
Frontera Verde Compound,
Pasig City, National Capital Reg 1600
Telephone: 702-2400 or 702-2447