Looking for a Call Center job in the Philippines?
Responsibilities:
Requirements:
Requirements:
Requirements:
Responsibilities:
Requirements:
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 -
Operations Manager
(National Capital Reg – Ortigas, Pasig City)
Responsibilities:
* Coordinates communication and information sharing with the relevant inter-department.
* Develops, designs solutions to operational problems.
* Talks, coordinates and acts as first point-of-contact with all clients for smooth implementation of the services we provide them.
* Analyzes and maintains all service level and contractual requirements.
* Responsible for making all the reports needed by each client of the company.
* Responsible for managing the Supervisor & the Team Leader of the operations team.
* Responsible for team leadership and development.
* Ensure department operates efficiently according to program and company measures and policies
* Maintain understanding of program specific training.
* Resolve escalated client/customer complaints.
* Determine appropriate staff-management levels and implement strategies to ensure the efficient operation of the department.
* Providing prompt and objective coaching and counseling and motivation to supervisors, team leaders and technical support engineers.
* Coordinate, plans, and assigns work for staff in accordance with the organization’s policies and applicable client requirements.
* Analyze/Monitor performance of support staff and implement department improvements.
Requirements:
* Minimum of 3 years experience working in the call center industry as a manager or supervisor.
* Experience dealing with United States based clients
* Familiar in account management, and acquisition
* Leadership and Management skills
* Fluent in English
* Project Management skills
* Ability to make important decisions with good judgment
* Ability to acquire Technical knowledge of Client services
* Willingness to be place on a shifting schedule
* Applicants must be willing to work in Ortigas,Pasig City.
Technical knowledge in the following is a plus
* Linux
* Windows Server
* HTML
* Web hosting and ISP knowledge is a HUGE plus and preferred
. We offer competitive pay with a bonus incentive plan, a benefits package that includes paid medical, dental, and vision insurance, paid vacation and holidays, a casual work environment and more!
Interested applicants may send their resume at hr@helpcentric.com
For more details, feel free to call the Human Resources Department at (02) 9167565 or (02) 916 0256, Our office located at 2003 Antel Global Corporate Center, Julia Vargas Avenue, Ortigas Center, Pasig City, anytime from 10AM-2PM Mondays through Fridays.
Company Name :
Help Centric Inc.
Industry :
Call Center / IT-Enabled Services / BPO
Type of Company :
Private Limited Company, Local Based Company
Location :
Unit 2003 Antel Global Corporate Center Dona Julia Vargas Avenue Pasig 1200
WebSite :
http://www.helpcentric.com
Operations Manager for Collections
(National Capital Reg – Muntinlupa City)
Responsibilities:
* Anticipate & plan for new hires; get involved in hiring; prepare for team schedules; plan for resources based on volume projection and current available head count; and allocate responsibilities
* Understand performance metrics and and perform trends analysis.
* Recommend & execute suitable actions to the customer while making process improvements to ensure delivery on all performance metrics.
* Maintain approved headcount so as to ensure zero revenue leakage and manage the team kitty.
* Set goals for the team and communicate goals and other information.
* Hold one-on-one meetings with team members and give feedback to the team members.
* Conduct annual performance review and roll out various contests and other motivational tools for team from time to time.
* Proactively resolve people issues and ensure that attrition is well below the defined target.
* Communicate with the customer on a regular basis to discuss operational issues, and to build rapport with the customer.
* Attend customer calls and meetings
Requirements:
* Candidate must possess at least a Bachelor’s/College Degree , Finance/Accountancy/Banking or equivalent.
* At least 5 year(s) of collections experience in an international call center setting with at least 2 years handling team leads or teams of collections agents.
* Preferrably with experience in both Early and Late Stage collections and knowledgable in relevant federal & state provincial collections laws.
* Applicants must be willing to work in Muntinlupa City.
www.genpact.com
You may also visit our office at 5th Floor, GENPACT Bldg., Plaza A, Northgate Cyberzone, Alabang, Muntinlupa
Company Name :
Genpact Services LLC
Industry :
Call Center / IT-Enabled Services / BPO
Type of Company :
Public Limited Company, Foreign Based Company
Location :
5/F Genpact Bldg, 3650 Dotcom Drive, Northgate Cyberzone, Filinvest Corporate City, Alabang Muntinlupa
WebSite :
http://www.genpact.com
Senior Operations Manager
(National Capital Reg)
Responsibilities:
* Manage first line supervisors that are responsible for managing day-today operations of a team of representatives handling customer inquiries and issues.
* Ensure client and corporate service, quality, and contribution goals, financial, metric and associates satisfaction goal within the site are met.
* Provide leadership and management to associates; provide training and development of supervisory team.
* Coach and mentor team supervisors. Regularly conduct supervisor team meetings.
* Supervise multiple teams for one or more clients.
Requirements:
* Candidate must have at least 2 years experience in the same capacity.
* Ability to monitor and manage priorities within the contact center to meet client and corporate goals.
* Ability to communicate and escalate client issues to Site Director, SDO, and Leadership Team.
* Knowledge in labor relations and personnel management.
Sitel Ortigas
2nd Floor The Centerpoint Building
Julia Vargas Avenue cor. Garnet Road,
Ortigas Center, Pasig City 1600
Tel.: 860-0000
Fax: 634-5414
Sr. Operations Manager | Clark, Pampanga
RESPONSIBILITIES:
* Plans production operations with production manager and supervisors, establishes call center priorities and sequences for conducting campaigns and programs in order to achieve client SPH, Conversion, Penetration and hours goals
* Prepares operational schedules and coordinates activities to ensure production and quality of service meets specifications. Communicates changes continually
* Communicates daily with Account Management and Production Training & Quality to coordinate programs, trainings, client requests and feedback, and general problem solving
* Ensures that the call centers are in full compliance with Federal, state and other regulatory body’s regulation and rules including the TCPA, The Telemarketing Rule, and Insurance Laws, to protect the organization from legal suits or other actions
* Develops or revises standard operational and working practices and observes agents and staff to ensure compliance with standards
* Resolves employee issues and problems by interfacing with production manager, supervisors and training manager and providing support where needed
* Reports key process indicators and other quantifiable measurement tools to track results of call center activities and regularly reports to VP or Directors
* Manages the downtime expense of the specific call centers and looks for new strategies to control this expense
* Works closely with the training and quality group for maintenance of high quality performance in the site
* Develops the efficiencies and professionalism of site operations personnel for long-term growth of the site by cross-pollinating successful strategies and ideas
* Resolves issues and problems between functions in the site
* Actively supports and provides leadership for the company’s Total Quality Management initiative and routinely focuses employees on customer needs and requirements.
* Routinely conducts internal audits and reviews and seeks remedies to ensure conformance with department policies, procedures and quality specifications.
* Develops and implements appropriate personal objectives that support each fiscal year’s department objectives and the overall company business plan.
REQUIREMENTS:
* Candidate must possess at least a Bachelor’s/College Degree in any field.
* At least 3 to 5 year(s) of working experience in the related field is required for this position.
* Preferably Managers specializing in Customer Service or equivalent. Job role in Management or Customer Service – General.
* Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
* Ability to write reports, business correspondence, and procedure manuals.
* Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
* Ability to work with mathematical concepts.
* Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
* Ability to define problems, collect data, establish facts, and draw valid conclusions.
* Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
* Strong operation/production “hat”
* Strong leadership skills
* Ability to perform with ease multiple tasks and manage time effectively
* Applicants should be Filipino citizens or hold relevant residence status.
NCO Group
Eugenio Lopez Jr. Communications Center Mother Ignacia St., Quezon City —-.
Website: http://www.ncogroup.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