CORE DESCRIPTION

• OPERATIONS
  
   Benchmark client's competitors, and provide better solution to clients and
  
  customers
  
   Able to upsell/cross-sell to the clients to enrich the business features which
  
  can add values to their in-house business strategies
  
   

• TEAM DEVELOPMENT
  
   Always seek ways to develop the performances of the supervisors and direct
  
  reports through upskilling initiatives
  
   Able to control over the pace and direction of an initiative for operational
  
  improvements and sustainability
  
   

• CLIENT RELATIONSHIP
  
   Reflect good understanding about customer needs and client’s business to
  
  ensure the business solutions are matched
  
   Able to propose new services/business proposition based on client business
  
  plan in order to contribute to client business expansion
  
   

• BUSINESS PLANNING
  
   Able to plan and maximize team performances within the budget allocated
  
   Drive the approaches and strategies towards realizing the business plan

SPECIFIC DESCRIPTION

• PERSONAL SKILLS
  
   Deal with decision-making within their area of responsibility and implement
  
  projects that will meet the strategic objectives of the organization.
  
   Establish trust and keep good relationship with clients for additional and new
  
  business to bring maximized sales and profit.
  
   Take ownership for the team performances and improve it through clear
  
  communications and delegations
  
   Display excellent leadership skills and able to bring the team together and
  
  resolve any conflicts, if occurred
  
   Use the analytical, fair and critical thinking to make sound decision
  
   Organize and able to plan sensibly towards achieving the goals and targets set
  
   Able to manage composure and tolerate with challenging environment
  
   Set of moral values centered on importance or work and desire to work hard
  
   

• OPERATIONAL SKILLS
  
   Well verse with client product or services which can lead to an excellent
  
  performance of the team
  
   Possess the related computer literacy and navigation skills to expedite the
  
  tasks and maximize productivity
  
   Minimize the costs of operation by meeting the quantitative and qualitative
  
  requirements and by maintaining standard of resources in responsible projects
  
  and department.
  
   Able to present the required reports for the management
  
   Formally delivers information & presentation to groups about products &
  
  services
  
   Structure and direct team members work on projects or program to ensure
  
  best performance are delivered
  
   Ability to make decisions efficiently to resolve customer’s issues
  
   Manage the staffing requirements on the operation floor through effective
  
  forecasting & scheduling, attendance management, headcount projection and
  
  recruitment
  
   Able to use and analyze the performances data to manage the performances
  
  at all levels
  
   

• STRATEGIC SKILLS
  
   Well verse with customer service and contact center operations and able to
  
  manage it accordingly
  
   Excellent in managing the clients and stakeholder to ensure expectations been
  
  heard and responded
  
   Sound confident, competent and efficient to lead to higher possibility of
  
  operation effectiveness, greater client and customer satisfaction
  
   

• FRAUD PREVENTION & INFORMATION SECURITY
  
   Adhere and ensure project members adherence to company rules and
  
  regulations and IT security processes and ensure data confidentiality of all
  
  information at all times.
  
   Understand non compliance and fraud policies and conduct professionally at
  
  all times. Report to management if there is any suspected risk or fraud
  
  detected

MINIMUM REQUIREMENTS / EXPECTATIONS

• Graduate of any 4 year course

• At least 3 years of experience in a similar or related role

• Experience in the multinational BPO/Call Center industry

• Amenable to work onsite - McKinley Hills, Taguig City

• Six Sigma Certification is an advantage

At Transcosmos, our mission is to leverage customer insights to always be client’s most trusted partner. As an Asian-originated company, our vision is to create a global society where everyone is equal and treated with respect.

Transcosmos emphasize customer-oriented approach by putting customers as our priority and value their feedback. Employee-oriented approach by working as an entity to achieve mutual organizational goals. As professionals, we work with pride, confidence and passion to fulfill responsibilities and accountabilities.

Rewarding Career

We support and encourage our people to grow in more than one dimension, to achieve all they can be both professionally and personally. As such, we provide our talents with opportunities to embrace changes, promote equal career advancement and growth, thus get rewarded.

Connected Team - We are ONE

We prioritize mutual understanding, open communication and empowerment to lead things and get everyone connected in the same page. This is manifested through sense of camaraderie, internal alignment, cooperation and collaboration across teams, territories and continents.

Intrinsic Values and Culture

We practice unique values and culture composition where local culture is prioritized and driven to immerse in global culture. It encompasses all aspects inclusive of fostering professional relationship enriched with transparent communication and mutual beliefs on gender equality, demographics, diversity and inclusion.

Please refer to job description.