Support Group Positions
• Improve the English Communications skills of an account’s Customer Service Representatives (CSR) through proper diagnostic assessments, development of various language interventions and effectiveness data tracking.
• Coordinate closely with the English Specialist to understand English communications needs of account to develop targeted training/interventions.
• Monitor the English Communications skills of CSRs against account-specific benchmarks as per established requirements.
• Work with the English Team to plan and develop effective language training interventions to address relevant performance gaps and drive continuous quality improvement.
• Work with the English Team to help validate the effectiveness of the English Communications Program through continuous performance analysis based on well-defined measurable targets.
• Perform other tasks that may be related to the English Communications Program within the account.
• Perform other tasks assigned by the Senior English Specialist and English Communications Manager.
EDUCATION and EXPERIENCE
• University degree preferably in English, ESL, Communications, or Education.
• 1-2 years Call Center/corporate training experience and/or
• 1-2 years Teaching experience
• Related experience in effective monitoring, coaching, and training
• High organizational, planning and negotiation skills
• Proven analytical and creative thinking abilities
COMMUNICATION SKILLS
• Native or native-like verbal and written English communication skills
• Ability to effectively present information and respond to questions from groups of managers, clients and other support groups.
• Ability to write reports, business correspondence, and training manuals
• Excellent presentations skills.
• Ability to effectively evaluate English communication skills of CSRs given the context of call center operations
• Ability to provide syntactic rules and explanations in dealing with language and linguistics concerns of the operations.
Your application will be treated in the strictest confidence.
Only shortlisted applications will be processed.
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Product Trainer
- Candidate must possess at least a Bachelor’s/College Degree in 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 Quezon City.
- Applicants should be Filipino citizens or hold relevant residence status.
- Preferably 1-4 Yrs Experienced Employees specializing in Sales - Telesales/Telemarketing or equivalent.
- At least 6 months experience in Sales
- At least 6 months related experience in the Technical Support/Customer Service industry
- At least 6 months experience in working with customers of varied technical knowledge and business needs
- Experience in working with people on different levels
- Must have good verbal and written communication skills
Computer literate
- Excellent and proven writing / English / Technical skills and knowledge Proficient with writing reports, business correspondence and procedure manuals
- Ability to coach and to educate agents on non-proficient areas
- Understanding of quality feedback processes
2 Full-Time positions available.
Your application will be treated in the strictest confidence.
Only shortlisted applications will be processed.
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Quality Coordinator
• Performs real time and/or historical call monitoring and provides trend data to program team leaders and managers.
• Uses quality monitoring data management system to compile and track performance at team and individual levels.
• Responsible for preparation, analysis and timely completion and submission of internal and external quality reports for management staff review.
• Participates in design of call monitoring formats and quality standards.
• Participates in internal and client calibration sessions.
• Participates in the Monthly Quality Review with QC team leader and program team leaders.
• Performs other duties as may be assigned by the program team leaders and account managers.
Agent Performance Management
• Provides side by side mentoring and coaching to agents.
• Conducts coaching sessions or one on one at least one a week (frequency determined by QC with the agent’s performance ranking as basis).
• Provides factual, constructive and immediate feedback to agents directly and/or routed to the team leaders and account managers.
• Provides actionable data to various internal support groups as needed.
Documentation
• Weekly quality monitoring results provided by account’s Quality team are tallied and sent to team leaders
• Records coaching sessions on below standard calls. These sessions are done within the same day the call was flagged.
• Prepares internal quality monitoring reports in a monthly basis and completes Root Cause Analysis template if need be.
• Additional Reports include: meeting minutes and calibration report.
Doing the Work
• Takes calls for a minimum of 40 hours per month, and is subject to the same SLA as that of an agent.
Candidate must possess at least a Bachelor’s/College Degree in any field.
Required skill(s): MS Word, Excel, Powerpoint.
At least 1 year(s) of working experience in the related field is required for this position.
Applicants must be willing to work in Quezon City.
Applicants should be Filipino citizens or hold relevant residence status.
Preferably 1-4 Yrs Experienced Employees specializing in Sales - Telesales/Telemarketing or equivalent.
• Should have gained mastery of call handling skills and have a strong customer service orientation.
• Should have a thorough knowledge of program support processes.
• Excellent documentation skills: preferably proficient in working with MS Word, Excel and Power point.
• Excellent oral, written and interpersonal communication skills
• Resourceful and can work under pressure
• Exceptional analytical and listening skills
• Attentive to details and is results-oriented
• Should possess a high level of initiative thinking of ways to improve the quality monitoring process and address current issue(s) faced by assigned program
• Willing to stay extra hours to complete quality monitoring reports.
• Good interpersonal skills and can work in a team environment.
Your application will be treated in the strictest confidence.
Only shortlisted applications will be processed.
