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!
Customer Service Representative - Local
Author: Call Center Agent, Category: Concepcion-Carrier, Muntinlupa, NCR
Customer Service Representative - Local
(National Capital Reg - Muntinlupa)
Responsibilities:
* Candidates will be tasked to produce reports pertaining to call handling, customer requests and complaints.
Requirements:
* Candidate must possess a Bachelors Degree in any 4-year course
* Required skill(s): Communication skills, MS Office application.
* Required language(s): English, Filipino
* At least 0-6 months of working experience in the related field is required for this position.
* Applicants must be willing to work in Muntinlupa and willing to undergo shifting schedule.
* 10 Temporary positions available.
Concepcion-Carrier Air Conditioning Company
Km. 20 East Service Road, Cupang, Muntinlupa City, Philippines
Telephone: 8501367 loc. 56 Fax: 809-9857
E-mail address: HRD@carrier.utc.com
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
Learning Strategies Manager
Author: Call Center Agent, Category: HSBC, Muntinlupa
Learning Strategies Manager
(Muntinlupa)
* The purpose of the job is to identify alternative learning delivery options for more effective and efficient learning. This will provide “just-in-time” and “just-for-me” learning or self paced learning. This job is also responsible for managing and operating the Learning Centre and aligning its capabilities with the overall learning strategy and curriculum of Learning and Development.
* Candidate must possess at least a Bachelor’s/College Degree in any field.
* At least 2 year(s) of working experience in the related field is required for this position.
* Applicants must be willing to work in 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.
HSBC Global Resourcing
2/F 5150 North Bridgeway, Northgate Cyberzone Filinvest Corporate City, Alabang Muntinlupa City -.
Tel: 859-4800/4900
Website: http://www.hsbc.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