Call Center Jobs in the Philippines
Quality Manager (Black Belt role)
Author: Call Center Agent, Category: Alabang, Genpact LLC, Muntinlupa
Quality Manager (Black Belt role)
(Muntinlupa - Alabang)
Job Description cum Position Opportunity - Black Belt
Black Belts are 100% dedicated resources, who utilize their time to learn, apply and build proficiency in the Lean Six Sigma methodology. Black Belts are key positions in the functions and CoE organizations involved in creating process excellence in all products, processes and services within the function/business. It is the task of the Black Belt position holders to implement quality programs as it relates to the business needs to assure a quality which achieves a high degree of business impact, thereby improving customer satisfaction. Because of the significant level of expertise that they bring to the process, they also get opportunities for on-site assignments like ‘Strat Assessments’ and ‘Re-engineering engagements.
Black Belts are responsible for the overall direction, management, and implementation of the Lean Six Sigma program within the organization. They are directly responsible for the development and tailoring of Quality Plans, metrics and initiatives to continuously monitor and improve business impact to the customer and the quality of all products, services, and processes for the business. They will also provide leadership and drive for GENPACT as it takes Six Sigma program to the next level as well as being a resource for implementing change initiatives.
PRINCIPAL DUTIES
1. Establish & Drive Lean Six Sigma program as an integral part of the daily business.
2. Develop goals, objectives and plans for Lean Six Sigma and provide innovative leadership driving quality performance within the business.
3. Direct the improvement in the various processes, recognize the need for changes, and initiate appropriate improvement actions. Ensure the use of problem-solving and root-cause analysis where necessary and also be responsible for compliance of the Service Level Agreements (SLAs).
4. Identify Process Improvement opportunities; implement action plans to enhance operating effectiveness while reducing total costs and increasing the productivity gains.
5. Deploy Six Sigma Infrastructure Processes on the shop floor. Monitor and audit the deployed processes for effectiveness and efficacy.
6. Responsible for the Visual Management of dashboards and metrics of their respective shop floors.
7. Supporting key stakeholders (like, Operations, BD etc.) creating/building case studies which have driven business impact.
8. Coach and Mentor Green Belts.
9. Provide effective selection, assignment, motivation, development, performance management and recognition of employees.
10. Be the cultural change agent for Lean Six Sigma.
11. Others as and when required
QUALIFICATIONS & EXPERIENCE
The position requires and in-depth process knowledge and fairly a broad background in process management. Individuals must be an aggressive problem-solver and troubleshooter as well as be able to shift resources to meet priorities of a fast-changing business.
· Education: Advanced Post/Graduate Degree in any discipline.
· Upto 10 years experience, preferably, with 2-3 years experience in running a function/department.
· Experience in BPO/KPO organization would be an added advantage.
· Must be an effective communicator both internally and with customer and regulatory personnel.
· Strong influential & analytical skills.
· Should have ability to independently handle customer interactions.
· Should have the ability to lead a team of professionals and have proven effectiveness in successful leadership and management of resources in a matrix environment.
We are currently accepting candidate walk-ins from Monday to Friday, between 8:00 am to 8:00 pm and on Saturday from 8:00 am to 3:00 pm at the following address:
GENPACT
5132 Building, Northbridge Avenue,
Northgate Cyberzone
Filinvest Corporate City, Alabang
(in front of Hotel Bellevue)
Human Resources Officer - Employee and Labor Relations
Author: Call Center Agent, Category: Alabang, Muntinlupa, eTelecare
Human Resources Officer - Employee and Labor Relations
(Alabang - Muntinlupa)
* Checking & validation of discontinuance
* Exit interviews
* Disciplinary Action Processing
* HR Report preparation
* Calibration sessions including Code of Conduct and other HR Policies
* HR issues follow through
* Counseling and consultations
* Employee programs
* Administrative tasks
REQUIREMENTS:
* Candidate must possess at least a Bachelor’s/College Degree in Human Resource Management, AB/BS Psychology, or any related field
* Minimum of 2 years experience in Human Relations, with at least 1 year experience functioning in a Supervisory capacity-specializing in Employee Relations
* Must have excellent oral and written communication skills
* Must be a team player with excellent interpersonal skills, able to deal with people at all levels, in and out of the organization
* Must have knowledge in MS Word and Excel
* Applicants should be Filipino citizens or hold relevant residence status
* Must be willing to be assigned in Alabang
* Required language(s): English, Filipino
Visit www.etelecare.com for more!
Technical Support Representative - Alabang
Author: Call Center Agent, Category: APAC, Alabang, Muntinlupa
Technical Support Representative - Alabang
(National Capital Reg - Alabang, Muntinlupa City)
* Responsible for providing technical support solutions according to the scope of work and service level requirements.
* Ensures call quality and quantitative standards are observed in meeting customer care needs and resolving them in a timely manner.
REQUIREMENTS:
* Preferably a Bachelor’s/College Degree in Engineering (Computer/Telecommunication), Computer Science/Information Technology or equivalent.
* Required language(s): English.
* Applicants must be willing to work in Muntinlupa City.
* Applicants should be Filipino citizens or hold relevant residence status.
* Fresh graduates/Entry level applicants are encouraged to apply.
* 5 Full-Time positions available.
For more information about APAC, visit their website at: http://www.apaccustomerservices.com
Training Manager
Author: Call Center Agent, Category: Alabang, Genpact LLC
Training Manager
(National Capital Reg - Alabang, Muntinlupa City)
Responsibilities:
* This position is predominantly responsible for deploying training and other learning initiatives that support the accomplishment of the business unit’s goals and objectives.
* Primary responsibility is delivering and facilitating training through the variety of delivery methods.
* May serve as an SME (Subject Matter Expert) in the development of training materials and scripts.
* May evaluate the effectiveness of training programs.
* Builds collaborative, trusting and credible relationships with business clients and all HR partners.
* Serves on project teams for projects with a training component.
Requirements:
* Candidate must possess at least a Bachelor’s/College Degree in any field.
* At least 3 year(s) of working experience in the related field is required for this position.
* Applicants must be willing to work in Alabang,Muntinlupa City.
* Applicants should be Filipino citizens or hold relevant residence status.
* Preferably Assistant Manager / Managers specializing in Training & Development or equivalent.
* Full-Time positions available.
Genpact LLC Philippines
5/F Genpact Bldg, 3650 Dotcom Drive, Northgate Cyberzone, Filinvest Corporate City, Alabang Muntinlupa
www.genpact.com
Reports Analyst
Author: Call Center Agent, Category: Alabang, Maginet, Muntinlupa
Reports Analyst
(NCR - Alabang)
Job Description:
* Roll out daily, weekly, monthly, and yearly reports on all Call Center metrics and ensure, together with the Quality Assurance Team, that all reports will be completely and accurately prepared on time.
* Prepare and present accurate and complete service reports to the different clients and produce Call Center Daily Production Reports and other metrics as requested from subsidiaries
* Assist in producing accurate and complete internal and external reports according to existing, new, or revised practices, procedures, or policies of the Call Center Team
* Report different Team and Individual Statistics to the Call Center Manager on a weekly and monthly basis
* Ensure that all coaching forms, Quality Monitoring forms will be completely and accurately prepared
* Review data to uncover trends, opportunities, client needs, recommendations, etc
* Construct and implement programs in coordination with the Quality Assurance Team as related to Performance Management, Management to Metrics, and Operations Research.
* Coordinate and prepare appropriate Incident Reports for timely action
* Maintain a database and back-up of various Call Center reports
* Assist in planning and preparing technical reports, memoranda, and technical manuals for documentation of program development, including time and cost estimates for specific projects
Minimum Qualifications:
* Preferably a graduate of Industrial and Management Engineering, Statistics, or Applied Mathematics
* Previous experience related to the position will be an advantage
* Excellent skills in reports analysis and thorough knowledge of all Call Center Metrics
* Exceptional Presentation skills
* Proficient in quantitative and qualitative Statistical methodologies and analyses
* Proficient in Total Quality Management Tools
* Excellent written and verbal communication skills
* With good leardership, organizational and analytical skills and ability to handle stressful situations
* Flexible, willing to work extended hours, on shifts, including holidays
* Innovative and results oriented
If you think you are the person we are looking for please send your resume
With 2×2 colored photo to:
The Human Resources Department
8/f Alabang Corporate Center,
Km 25 West Service Road, Alabang
Muntinlupa City 1770 or
E-mail to: sheilag@maginet.net
Language Trainer
Author: Call Center Agent, Category: Alabang, Libis, Makati, Mandaluyong, Quezon City, eTelecare
Language Trainer
(National Capital Reg - Alabang,Makati City,Mandaluyong City,Libis QC)
Responsibilities:
* Facilitates Language Pre-Employment Training and Language Training for Veteran Agents
* Prepares Materials for class (modules, assessment tools, certification forms and facilitator guide)
* Re-designs simple to moderate modules
* Creates simple to moderate training materials
* Administers prepared written TNA tools
* Update Trainer’s Monthly Attendance and Productivity Report and Trainees Performance Report
* Create Trainee Scorecards
Requirements:
* Candidate must possess at least a Bachelor’s/College Degree in any field
* Applicants must have excellent written and oral communication skills
* Applicant must have excellent interpersonal skills
* Applicants must be proficient in MS Word, Excel and Powerpoint
* Demonstrated ability in classroom leadership, classroom management, classroom organization
* Understanding of Learning Principles
* Applicants must be willing to work in Makati, Alabang, Shaw Blvd-Mandaluyong
* Applicants should be Filipino citizens or hold relevant residence status
* Preferably 1-4 yrs experienced employees specializing in Training & Development or its equivalent
* 3 Full-Time positions available.
Visit E-telecare for more.
Central Quality Analyst - Alabang/Cubao
(National Capital Reg - Muntinlupa City,Quezon City)
* Monitors Customer Service Representatives/ Telephone Service Representatives performance to ensure proper call handling and sales skills are utilized daily.
* Documents observations and provides feedback to CSR/TSR to improve areas of opportunity and reinforce positive behavior.
* Participates in client monitoring sessions.
* Maintain understanding of programs, goals, and standards as directed by clients.
* Tracks, analyzes, and communicates results of quality initiatives to management. Offer suggestions to management for improving quality on programs.
* Assist CSR/TSR by taking or making calls to maintain ratio.
* Maintains observation forms and call center monitoring database.
REQUIREMENTS:
* Candidate must possess at least a Bachelor’s/College Degree in any field.
* Required language(s): English.
* 6 to 9 months call center experience.
* Demonstrated 97% quality score for at least 6 months preferred.
* Excellent listening skills.
* Ability to remain objective.
* Strong interpersonal, written, and oral communication skills with all levels of the organization.
* Detail oriented.
* Excellent organizational and time management skills.
* Proficient with Microsoft Office Applications (Excel, Word).
* Excellent problem solving skills.
* Applicants must be willing to work in Muntinlupa City or Quezon City.
* Applicants should be Filipino citizens or hold relevant residence status.
* Preferably 1-4 Yrs Experienced Employees specializing in Quality Control/Assurance/Inspection or equivalent.
* Full-Time positions available.
For more information visit APAC website at: http://www.apaccustomerservices.com
200 INBOUND Contact Center Representatives
Author: Call Center Agent, Category: Alabang, Libis, Makati, Ortigas, Outsource One Asia
200 INBOUND Contact Center Representatives
(National Capital Reg - Makati City,Ortigas,Libis,Alabang)
Requirements:
Confident
Excellent English Communication skills
Minimum two year college level requirement
Willing to work in shifting schedule
Fresh grads are encouraged to apply
Applicants must be willing to work in Ortigas, Libis, Makati or Alabang
Interested applicants who wants to be a part of this dynamic industry may send their resumes at careers@outsourceoneasia.com or recruitment@outsourceoneasia.com or call their hotlines at 813-1557. We strongly encourage walk in applicants for faster processing. Visit us at the 6th Floor Legaspi Towers 200 Paseo de Roxas St. Legaspi Village, Makati City
INBOUND CONTACT CENTER ASSOCIATES
Author: Call Center Agent, Category: Alabang, Makati, Outsource One Asia
90 INBOUND CONTACT CENTER ASSOCIATES
(National Capital Reg - Alabang,makati)
Requirements:
* FRESH GRADUATES/ENTRY LEVEL APPLICANTS ARE ENCOURAGED TO APPLY.
* The candidate must have a POSITIVE ATTITUDE TOWARDS BEING TRAINED.
* An idea of the contact center or call center industry is a PLUS.
* Applicants with prior experience and proven track record in sales and telemarketing and/or customer service experience are preferred but not required.
* Ability to work within shifting schedules and willing to be assigned to different locations in Metro Manila. (Alabang, Commonwealth, Libis, Makati, Ortigas)
* Ability to work within a team environment
* Must have finished at least 2 years of any college course.
* Must be knowledgeable in computer application and the internet.
* Must have good command of the English language both written & oral.
* Applicants should be Filipino citizens or hold relevant residence status.
Interested applicants may send their resumes at careers@outsourceoneasia.com or recruitment@outsourceoneasia.com or call their hotlines at 813-1557
INBOUND CONTACT CENTER ASSOCIATES
Author: Call Center Agent, Category: Alabang, Makati, Outsource One Asia
INBOUND CONTACT CENTER ASSOCIATES
(National Capital Reg - Alabang,makati)
Requirements:
* FRESH GRADUATES/ENTRY LEVEL APPLICANTS ARE ENCOURAGED TO APPLY.
* The candidate must have a POSITIVE ATTITUDE TOWARDS BEING TRAINED.
* An idea of the contact center or call center industry is a PLUS.
* Applicants with prior experience and proven track record in sales and telemarketing and/or customer service experience are preferred but not required.
* Ability to work within shifting schedules and willing to be assigned to different locations in Metro Manila. (Alabang, Commonwealth, Libis, Makati, Ortigas)
* Ability to work within a team environment
* Must have finished at least 2 years of any college course.
* Must be knowledgeable in computer application and the internet.
* Must have good command of the English language both written & oral.
* Applicants should be Filipino citizens or hold relevant residence status.
Outsource One Asia is currently looking for 500 contact center associates for their expanding inbound and outbound support programs.
Interested applicants may send their resumes at careers@outsourceoneasia.com or recruitment@outsourceoneasia.com or call their hotlines at 813-1557
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