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Responsibilities:

• Provide customers with product and service information
• Handle calls professionally
• Up sell products and services

Requirements:

• Preferably a graduate of any 4 year college course or must have finished at least 2 years in college
• With at least 6 months work experience in a call center, preferably from a Sales Account
• Flexible to shifting schedules, and working on graveyard shifts, overtime and holidays
• Knowledgeable on basic computer navigation
• Must have excellent oral and written English communication skills
• Must have conversation skills in English with neutral accent
• Must be persuasive and can draw sales without the help of a script
• Results-oriented and attentive to details
• Outbound sales experience is also an advantage
  

Duties and Responsibilities:

• Identifying training and development needs within an organization through job analysis, appraisal schemes and regular consultation with business managers and human resources departments;
• Designing and developing training and development programs based on both the organization's and the individual's needs;
• Working in a team to produce programs that are satisfactory to all relevant parties in an organization, such as line managers, accountants and senior managers at board level;
• Developing effective induction programs;
• Conducting appraisals;
• Devising individual learning plans;
• Producing training materials for in-house courses;
• Managing the delivery of training and development programs and, in a more senior role, devising a training strategy for the organization;
• Monitoring and reviewing the progress of trainees through questionnaires and discussions with managers;
• Ensuring that statutory training requirements are met;
• Evaluating training and development programs;
• Amending and revising programs as necessary, in order to adapt to the changes that occur in the work environment;
• Helping line managers and trainers solve specific training problems, either on a one-to-one basis or in groups;
• Keeping up to date with developments in training by reading relevant journals, going to meetings and attending relevant courses;
• Increasingly, having an understanding of e-learning techniques.

Requirements:

Education:

• Training Certification preferred
• College Degree preferred

Experience:

• Experience in the field of training including course design, development and adult education/learning styles.
• Comprehensive knowledge of supervisory practices and processes. 
• Training background preferred.  (Six Sigma, ISO, Leadership Development, etc.)
• Minimum of 3 years experience in a customer service environment or related position, preferably in a tele-services or telecommunications company.
• Process Improvement experience preferred
• Some experience with all aspects of training (assessment, development, facilitation, analysis, etc.)
• Experience in the presentation of training programs in a classroom setting with an emphasis on Leadership Development.
• Experience in implementing organization wide change

Knowledge and Skills:

• Working knowledge of current and emerging training tools and learning aids.
• Strong presentation and facilitation skills.
• Excellent oral, written and interpersonal communication skills.
• Adapts strategies and solutions that are consistent with project goals and objectives, demonstrating critical thinking when making decisions and problem solving.
• Strong organization skills.
• Proven ability to build strong working relationships, internal and external to the organization.
• Complete understanding of tele-services business operation.
• Must demonstrate initiative, ability to follow through and able to manage multiple projects
• Data entry, spelling, grammar and proofreading skills required.
• Ability to work in both a team environment and autonomously.
• Excellent listening skills and attention to detail.
• Demonstrate high degree of integrity and confidentiality.
• Knowledge of adult learning principles.
• Computer literacy (word processing, spreadsheets, process mapping and database applications).

Key Competencies:

• Business Ethics (Strong Character Ethics)
• Developing Talents (Developing Self and Others)
• Effective Communication
• Customer Service Orientation
• Building & Sustaining a Team

 

Responsibilities:

Works with Operations Director and Quality Supervisor at either facilitating and/or supervising the facilitation of continuous client-based program initiatives designed to assist operations team in hitting their projected goals.

Initiates the development of instructional material in alignment with quality guidelines and performance objectives (training content outline, flowcharts, quality guidelines, participant guides, facilitator guides, job aids, quality evaluation forms and other training and quality documentation). Partners with Quality Supervisor and Operations Team on this task.

Spearheads Sales related New Hire Trainings.

Provides necessary update trainings in assuring delivery of daily product and technical changes to the operations team including the Quality team.

Requirements:

• Must possess at least a Bachelor's/College Degree in any field;
• Experience in the presentation of training programs in a classroom setting with an emphasis on Skills Development/Sales techniques.
• Have at least 1 year experience as a Sales Trainer.
• Minimum of 3 years experience in a customer service environment or related position, preferably in a
  Teleservices or telecommunications company.
• Working knowledge of current and emerging training tools and learning aids, of effective instructional methods, equipment and materials.
• Strong presentation and facilitation skills.
• Ability to be innovative with the resources, equipment and training that are available.
• Ability to sustain participant's interest in training topics and materials. Ability to clearly convey technical and non-technical information in an easy-to-understand manner, for a diverse level of learner.
• Ability to evaluate and determine a trainee's level of understanding on trained theories and applications and certify as such.
• Proven ability to build strong working relationships. Able to maintain professional demeanor during instructional sessions, while conducting department activities, and during any representation of the Operations-Training Department.
• Excellent oral, written and interpersonal communication skills.
• Must be well-organized, demonstrate initiative, ability to follow through.
• Ability to work in both a team environment and autonomously.
• Excellent listening skills and attention to detail.
• Demonstrate high degree of integrity and confidentiality.
• Computer literacy (word processing, spreadsheets, process mapping and database applications).

Responsibilities:

• Motivating and inspiring the team to go beyond their potential.
• Improving the team and facilitating the communication among the members of team.
• Meeting and exceeding departmental objectives, including targets.
• Creating sense of ownership within the employees and resolving employee issues, if any.
• Ensuring that the employees follow their schedules as it should be as intended.
• Striving for new ways continually to boost performance and/or productivity and provide opportunities for growth.
• Handling escalated calls, complaints, questions, and queries as necessary.
• Documenting general reports on each team member's performance and targets as well as ensuring that they exceed the objectives.

Requirements:

• Minimum of 2 years college education
• 1 year or more supervisory experience in a BPO setting
• Strong written and verbal communication skills
• Proficient in MS-Office and other relevant computer applications
• Proficient in the use of the internet and internet-based applications
• Superior knowledge of customer service and sales principles, practices and methods
• Exceptional analytical and listening skills.
• Natural flair for coaching, motivating, and interacting with people.
• Ability to operate well in a call center team environment.
• Familiarity with several voice-logging systems and tools.
• Strong multi-tasking, delegation and organization skills.
• Keenness and flexibility to work extended hours.

Responsibilities:

• Able to work jointly with QA team
• Dispense QA updates to team leads then agent population, and screen written affirmation of understanding
• Create collaborative activity with operations to drive increase in performance

Requirements:

• Must posses at least a bachelor's degree
• Minimum of three years experience in call center industry
• QA experience required
• Excellent in both oral and written communication skills
• Excellent computer skills
• Superior customer service skills
• Strong interpersonal and reasoning skills
• Multi tasking ability
• Knowledge in coaching
• Strong character ethics
• Can develop talents

Requirements:

• Strong understanding of LAMP – Linux, Apache, MySQL, PHP background.
• Experience working with source code repository such as GIT, SVN
• Understanding of basic networking principals (can easily diagnose a network issue or understand how to hosts communicate with each other over standard internet protocols such as TCP/IP, FTP, SSH, etc)
• Strong interpersonal skills, ability to rapidly prototype code, understanding of how to document code in team environment
• Experience with open source telecom such as asterisk, freeswitch, open sips, and SIP in general is an advantage
• Experience with traditional telco also a plus (TDM, Avaya, Cisco, etc)

Duties & Responsibilities:

• Information Delivery Management
• Develop, generate and deliver reports containing accurate and timely statistical information on a daily, weekly and monthly basis for all programs. Display a high level of understanding and problem solving ability in regard to these reports. 
• Analyze all reports to identify trends and areas of development and to be proactive about offering solutions.

• System Maintenance
• Maintain accurate data in reporting and tracking workforce management systems.

• Forecasting
• Liaise with Operational and Client Solutions departments as well as the client to determine forecasted call volume and required staffing levels for each program.
• Participate in monthly forecasting meetings.
• Maintain a good understanding of all factors that must be considered in the forecasting process and comprehensively explain these to our internal and external customers.

• Scheduling
• Generate schedules that closely match the workload of program.
• Liaise with Team Leaders to ensure all program requirements are met.

• Real Time Monitoring
• Actively monitor the progress of programs on a real time basis using the call monitoring tools.
• Report any anomalies to the appropriate Operations Management and analyze data to identify any trends that may exist and offer solutions.

• Capacity Planning
• Design reports and organize program seating allocations, and inform other areas of the business as to the current and upcoming capacity.
• Make critical decisions as to whether we can accommodate new programs.

Requirements:

• Education:
4 year College Degree or equivalent preferred, with background in Mathematics or IT


• Experience:
Minimum of 2 years experience in the call center industry
Minimum of 1 year experience as a WFM Specialist in the call center industry


• Knowledge and Skills:
- Highly proficient in Microsoft Excel and other MS and computer or web-based applications
- Good communication skills, both oral and written
- Excellent multi-tasking, time management and organization skills
- Pro-active, forward thinking and capable of managing multiple priorities
- Maintains strong attention to detail in high-pressure situations.
- Solid understanding of business practices with fundamental understanding of the Call Center Industry
- Excellent Analytical & Problem Solving Skills- Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations. Proficient in Data Analysis and Result Interpretation. - Keenness and flexibility to work extended hours.
- Demonstrate high degree of integrity and confidentiality
- Excellent scheduling and forecasting skills