Basic Information

Ref Number

Req_00049874

Last day to apply

31-5月-2021

Primary Location

Ortigas Center

Country

Philippines

Description and Requirements

Additional Job Description

Function: IT Operations


- Responsible for in-depth analysis of reports for client / program-specific business needs and the design, development and delivery of solutions to meet those business needs. Focus on continuous process improvement, execution and delivery.
- Accountable for reports analysis, implementation, documentation, testing and communication on simple to moderately complex projects. These may include:
  • requirements definition
  • input on assessment and planning activities
  • risk assessment / mitigation
  • user interfaces/ processes
  • continues alignment to program/account scope
  • communication on basic and/or individual components of program/s / account/s
  • Provides cost effective solutions that allow for rapid product and service introduction, are scalable and that enhance the customer experience while ensuring data integrity and/or maintaining system stability.
  • Accountable for timely resolution of support issues involving TELUS systems and processes.
  • Closely monitors and creates overall program scorecards and peformance with the assistance of Operations Manager and Program Coordinator.
  • Maintains constant collaboration with cross-functional teams to achieve program / account objectives.
  • Shares best practices within the assigned program/account and support team from onshore.
Qualifications
  • Minimum of 1 year experience in call center operations, in a relevant or related customer support environment, with demonstrated experience using call center management tools.
  • Working knowledge of call center operations and organization required.
  • Advanced knowledge of Microsoft Office suite of products. (e.g. Word, Excel, PowerPoint)
  • A clear understanding of Call Center Metrics. (e.g. Net Promoter Score, CSAT, FCR, AHT, etc.).
  • Understanding of Call Center measuring tools. (e.g. RTA and MTE)
  • Proficiency with other call center-specific software / systems
Other Details:
  • Temporary WFH, but must be willing to be based in our Ortigas site
  • Must be open to fixed night shift schedules
  • Can start as soon as possible (ASAP)