Subject Matter Expert

Job Description:

• Serve as a senior point of contact for escalated customer inquiries, ensuring prompt resolution with a focus on customer satisfaction.
• Mentor and coach customer service representatives to enhance their product knowledge and customer interaction skills.
• Collaborate with cross-functional teams to address customer needs and improve service delivery processes.
• Analyze customer feedback and data to identify trends and recommend improvements in products and services.
• Maintain comprehensive knowledge of client products/services and industry best practices to provide accurate information and guidance.

Requirements:

• 1 to 2 years as a Subject Matter Expert or similar role within a call center environment.
• Strong understanding of customer service principles and practices, with expertise in handling complex customer issues.
• Excellent communication skills in English, both verbal and written.
• Ability to thrive in a fast-paced environment, manage priorities effectively, and work independently.
• Bachelor’s degree in any field or equivalent practical

Executive Assistant

Job Description:

• Join our team as an Executive Assistant, where you'll play a pivotal role in supporting key company executives. From managing schedules to coordinating communications, you'll be at the forefront of ensuring smooth operations for our leadership team.

Responsibilities:

• Streamline information flow through transcription, formatting, and managing data and communications.
• Optimize executive's time by handling correspondence, drafting documents, and conducting research.
• Masterfully manage executive schedules, coordinating meetings, conferences, and travel arrangements.
• Represent the executive in meetings and communications when necessary.
• Drive project completion by delegating tasks and ensuring follow-up.
• Maintain equipment functionality through preventive maintenance and troubleshooting.

Qualifications/Skills:

• Bachelor's/College Degree in any field.
• Minimum of 1 year experience in a similar role.
• Willingness to work in Alabang.
• Preferably experienced in Secretarial/Executive & Personal Assistant roles.
• Full-Time availability.

Compensation (Salary Range): Php 22,000.00

HR Admin/Coordinator

Job Description:

• Employee Records Management:
  • Maintain and update employee records, ensuring accuracy and confidentiality.
  • Manage HR databases and employee information systems.
  • Prepare and process documents related to employment changes, terminations, and other HR-related activities.
• HR Support:
  • Assist in the implementation of HR policies and procedures.
  • Provide support in employee relations matters, including conflict resolution and disciplinary actions.
  • Respond to employee inquiries regarding HR policies, benefits, and other HR-related issues.
• Benefits Administration:
  • Assist with the administration of employee benefits programs.
  • Coordinate benefits enrollment and changes, ensuring accurate record-keeping and communication with employees.
  • Support the resolution of benefits-related issues and inquiries.
• Payroll Support:
  • Collaborate with the payroll team to ensure accurate and timely processing of payroll.
  • Assist in maintaining payroll records and resolving payroll-related discrepancies.
• Compliance and Reporting:
  • Ensure compliance with local, state, and federal employment laws and regulations.
  • Prepare and submit HR reports as required.
  • Assist in the preparation of HR metrics and analytics for management review.

Requirements:

• Bachelor’s degree in Human Resources, Business Administration, or related field.
• 2-3 years of experience in an HR administrative role.
• Knowledge of HR principles, practices, and employment laws.
• Proficiency in HRIS and other HR software. Strong organizational and time management skills.
• Excellent communication and interpersonal skills.
• Ability to handle sensitive and confidential information with discretion.
• Detail-oriented with a high level of accuracy.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).

HR Manager

Job Description:

• Step into a pivotal role shaping the heart of our organization as an HR Manager. You'll spearhead all administrative activities related to personnel, from recruitment strategies to employee onboarding and performance management.

Responsibilities:

• Lead the staffing process, from recruiting to onboarding, ensuring a seamless experience for new hires.
• Keep job descriptions current and compliant.
• Develop training materials and performance management programs to empower employees in their roles.
• Craft a comprehensive compensation strategy based on market research and surveys, continually refining it to stay competitive.
• Address and resolve employee issues and conflicts, fostering a harmonious work environment.
• Uphold compliance with employment regulations at all levels.
• Provide guidance and feedback to team members using performance management tools.
• Ensure consistent application of company HR policies.
• Maintain organization charts and employee directory for clarity and accessibility.
• Align strategic HR goals with business initiatives in collaboration with management.
• Manage HR systems and processes to streamline operations.
• Conduct performance and salary reviews to reward excellence.
• Support and mentor HR staff to foster professional growth.
• Analyze compensation and benefits trends to inform strategic planning.
• Develop and implement innovative employee retention strategies.

Qualifications/Skills:

• Bachelor’s degree in human resources, business, or related field; relevant work experience considered.
• Strong verbal and written communication skills.
• Proficiency in Microsoft Office suite.
• Knowledgeable in various HR strategies and practices, including compensation, performance management, and employee relations.
• Ability to cultivate a culture of diversity, inclusivity, collaboration, and teamwork.
• Experience in data analysis for strategic employment planning.

Compensation (Salary Range): Php 40,000 to 45,000

Additional Benefits:

• 10% Night Differential on Gross Salary
• Health Maintenance Organization (HMO) upon regularization

Back Office Accounts Supervisor

Job Description:

• As a Back Office Accounts Supervisor, you'll play a crucial role in managing workflow and training new hires to ensure exceptional client service. From project planning to project handling, you'll oversee operations to maintain efficiency and quality standards.

Responsibilities:

1. Project Planning:

• Collaborate with clients, project managers, and programmers to coordinate new projects.
• Liaise with HR regarding manpower requirements for projects and assist in documentation preparation.
• Conduct orientation sessions for assigned projects.

2. Project Handling:

• Assist project managers in shift scheduling, training, and performance reviews.
• Ensure quality control and completeness of projects, making necessary adjustments to minimize errors.
• Communicate with clients regarding output submission, queries, and productivity.
• Coordinate with other shift supervisors for project turnover.
• Prepare shift paperwork and mandated reports, maintaining confidentiality of information.

3. Other Tasks During Shift

• Maintain harmonious relationships with operators and address their concerns.
• Ensure a clean, peaceful, and productive work area.
• Address computer terminal errors and perform minor server troubleshooting.
• Coordinate with management for unusual occurrences during the shift.

Qualifications/Skills:

• College graduate of any course.
• Strong written and verbal communication skills.
• Exceptional interpersonal and rapport-building abilities.
• Patient and empathetic attitude.
• Willingness to work graveyard shifts, holidays, and weekends as needed.
• Adaptability and flexibility in a fast-paced environment.
• Comfortable working onsite in Makati City and preferably residing nearby.

Compensation (Salary Range): Php 25,000 to 28,000

Additional Benefits:

• 10% Night Differential on Gross Salary
• Health Maintenance Organization (HMO) upon regularization

Workforce Management (WFM) Analyst for RTA and Forecasting

Job Description:

• Step into the role of Workforce Management Analyst and contribute to our mission of delivering exceptional customer and employee experiences from the comfort of your home. You'll be at the forefront of real-time management, optimizing resources to meet our business objectives while ensuring stellar service levels.

Responsibilities:

• Utilize real-time monitoring tools and workforce management techniques to make intra-day adjustments, maximizing resource efficiency and achieving service level goals.
• Analyze current performance trends and conduct real-time re-forecasting to adjust staffing plans, collaborating with Operations teams across multiple sites.
• Maintain constant communication with Operations teams to coordinate necessary staffing adjustments based on current and forecasted results.
• Generate daily, weekly, monthly, and annual call volume forecasts for multi-site operations.
• Evaluate staffing schedules and update scheduling systems, providing short and long-term staffing models and recommendations.
• Compare results to forecasts and identify opportunities for improvement.
• Provide daily and intra-day performance reports to leadership.

Qualifications/Skills:

• Proficiency in Excel and other Windows-based programs (Word, PowerPoint, etc.) for data organization and analysis.
• Preferably experienced in Capacity Planning.
• Minimum of two years' experience in performing WFM functions, specifically real-time management, in a multi-department/site contact center environment.
• Ability to perform forecasting and schedule optimization in a contact center environment.
• Experience with WFM software such as Verint/Blue Pumpkin, IEX, or eWFM, including real-time adherence.
• College degree preferred.

Compensation (Salary Range): Php 35,000.00

Software Development Team Lead

Job Description:

• As a Software Development Team Lead, you'll wear multiple hats, directing and participating in the team's primary functions while providing technical leadership, architectural guidance, and coaching support. You'll be instrumental in driving the end-to-end software development lifecycle, ensuring project goals are met with the highest quality standards.

Responsibilities:

• Provide technical leadership to software engineers, coaching and mentoring them throughout the software development lifecycle to achieve project goals and ensure top-notch quality.
• Collaborate with the software engineering manager to provide recommendations on estimates, resource needs, breakthroughs, and risks, while effectively delegating tasks and supervising their execution.
• Offer hands-on mentorship in design, maintenance, integration, and testing of sophisticated software components, adhering to functional and technical specifications and following software development methodologies.
• Analyze requirements, provide impact assessments for new features or bug fixes, and establish technical standards and high-level designs.
• Lead discussions related to products, applications, modules, and teams, building strong relationships with internal customers and partners.
• Implement quality processes, conduct technical root cause analysis, and ensure corrective actions are taken to maintain project quality standards.

Qualifications/Skills:

• Bachelor's degree in Science, IT, Computing, or equivalent.
• 5 years of proven experience in a software engineering role.
• 1-2 years of experience in leading tasks and mentoring engineers.
• Thorough understanding of software development methodologies, principles, and procedures, along with proficiency in related software management tools.

Preferred Knowledge:

• Visual Studio 2022
• Source Control with Git
• Web Apps using ASP.NET MVC
• JavaScript including jQuery
• Microservice Architecture
• Microservices in ASP.NET MVC Controllers
• Mobile application development using Xamarin Framework with Web Views
• SQL Server database engine
• Azure Native development
• Azure SQL Platform as a Service (PAAS) for hosting
• Azure Web Application PAAS for Web apps and Microservices.

Compensation (Salary Range): Php 60,000.00