Click here to apply

Responsibility:

• Customer Care Specialists deliver world-class service to our valued customers across the globe.

Qualification / Other Requirements:

• Completed at least 2 years of college education, or a 2-year diploma / certificate course
• Excellent command over English (Written & Verbal)
• Proficient in the use of computers and internet applications
• Willing to work in a schedule-shifting environment, including graveyard, holiday and weekends

Experience:

• Experience in up-selling and cross-selling is an advantage
• Fresh graduates are welcome to apply
• Premium pay is offered to candidates with previous International Contact Centers’ experience

Location :

• Quezon City - UP-Ayala Techno Hub
• Quezon City - Eastwood
• Mandaluyong City - EDSA Central
• Makati City - PBCom

Click here to apply

Responsibility:

• Responsible for providing excellent Technical Support Service over the phone, for one of the world's leading Manufacturers of Consumer Electronics.

Qualification / Other Requirements:

• Completed at least 2 years of college education, or a 2-year diploma / certificate course, preferably in an Engineering or Computer-related field
• Excellent command over English (written & verbal)
• Highly proficient in computers and internet applications
• Willing to work in a schedule-shifting environment, including graveyard, holiday and weekends

Experience:

• Experience as technical support in a call center environment, particularly in troubleshooting, is a definite advantage
• Familiarity with the Mac OS, or certification on A+, NET or Cisco CCNA is preferred but not required
• Fresh graduates or those without previous work experience are also welcome to apply
• Premium pay is offered to candidates with previous International Contact Centers’ experience

Location :

• Mandaluyong City - EDSA Central

Click here to apply

Responsibility:

• Responsible for providing excellent technical support service to small business owners for an accounting software application.

Qualification / Other Requirements:

• College graduate of a four-year course, preferably IT-related
• Excellent command over English (written & verbal)
• Willing to work in rotational schedules, including graveyard shifts, weekends and holidays.

Experience:

• At least two years call center work experience, assigned in a technical account OR two years of call center experience (non-technical account) with IT education

Location :

• Quezon City - UP-Ayala Techno Hub

Click here to apply

Responsibility:

• Generates and submits sales proposals and coordinates sales activities for the IBM North America sales team.

Qualification / Other Requirements:

• College graduate of a 4-year course, preferably in Marketing, Sales or related fields
• Excellent command over English (written & verbal)
• Proficient computer multi-tasking and and internet application skills
• Good analytical, documentation, and organizational skills, with keen attention to detail and accuracy
• Willing to work in rotational schedules, including graveyard shift, holiday and weekends

Experience:

• Work experience in any field, plus background in pre-sales, sales or marketing services is a strong advantage

Location :

• Makati City

Click here to apply

Responsibility:

• Overall responsibility for IT Operations that includes helpdesk services, system administration, technical support.
• Develop and manage a systematic process for logging all customer complaints / issues and providing feedback and updates to the customer on the status of the complaint until closure is achieved
• All issues raised / reported are logged and tracked to the satisfactory closure of the clients
• Coordinate with internal IT units including the IT Projects group, IT Data and Voice
• Network group and IS Security to ensure that customer complaints are speedily resolved
• Define service levels and monitor performance against these by obtaining VOC on a quarterly basis
• Motivate and manage performance of IT Operations support staff including adherence to agreed manning schedules
• Ensure the generation of timely reports regarding the state of the operations and systems and provide recommendations to improve on efficiencies and better meet the service level targets
• Provide technical and status reports such as server utilization, Email usage, errors, etc. on the systems infrastructure
• Manage service levels within budget by looking at efficiencies and improvements in service delivery capabilities
• Document and share best practices with the rest of the IT organization through the IT Council/CAB

Qualification / Other Requirements:

• Candidate must possess at least a Bachelor's / College Degree or Post Graduate Diploma / Master's Degree in any field.
• Applicants must be willing to work in Makati City.
• Applicants should be Filipino citizens or hold relevant residence status.
• Preferably Assistant Manager / Managers specializing in IT / Computer – Network / System / Database Administration or equivalent.
• Full-Time positions available.

Location :

• (National Capital Region - Makati, Madaluyong or Quezon City)

Click here to apply

Responsibility:

• Responsible for leading new client transitions, IT build-out for new /existing sites and improvement initiatives across IBM Daksh's 4 operations sites.
• Will also be tasked with Client Management and negotiation, virtual /extended team management, time management and cost analyses.
• Will be engaged in project management and will be handling proposals that would cover the origin of the project, implementation of timelines, identification of risks, contingency plans and other plans within the scope of IT
• Will be exposed to problems of a diverse scope where analysis of situations requires evaluation of identifiable factors
• Would be utilizing understanding of LAN, WAN, Telecom & Voice platforms concepts and appreciation of interplay between these
• Responsibilities would require adequate knowledge on inter-connectivity between voice and data systems

Qualification / Other Requirements:

• Graduate of any IT or Engineering course
• Strong background in Project Management is required for the position.
• At least 2 to 3 years of relevant work experience in handling project proposals that cover the origin of project, implementation of timelines, identification of risks, contingency plans and other projects impacted within the scope of IT.
• Exposure to IT Services / IT Enabled Company with 24 by 7 operations is a must
• Seasoned IT professional with a full understanding of IT industry practices.
• Must be able to work on problems of a diverse scope where analysis of situations requires evaluation of identifiable factors.
• Sound understanding of Applications, like LAN, WAN, Telecom & Voice platforms and appreciation of interplay between these.
• Analytical and team management skills are must
• Should exhibit strong interpersonal, communication and decision making skills.
• Must have an understanding of the interconnectivity between voice and data systems.
• Call Center / BPO work experience is highly preferred.
• Candidate must possess at least a Bachelor's / College Degree in any field.
• Applicants must be willing to be relocate in our Common Wealth site to extend roles in both EDSA Central and Makati Sites.
• Preferably Assistant Manager / Managers specializing in IT / Computer – Network / System / Database Administration

Location :

• Quezon City - UP-Ayala Techno Hub)
• Quezon City - Eastwood
• Mandaluyong City - EDSA Central
• Makati City - PBCom

Click here to apply

Responsibility:

• The Software Development Manager will be responsible for leading IT Development Projects for IBM Daksh.
• Responsible for the full SDLC, the Software Development Manager will be tasked with leading a Development Team on a variety of software projects geared towards all departments in IBM Daksh.
• Dealing with internal clients from Operations and Shared Services.
• Software Development Manager is charged with developing innovative solutions and creating business cases.
• He or She must also have an appreciation for cost vs. benefit and profit vs. loss analysis.

Qualification / Other Requirements:

• Applicants must have managed at least one software development project with full SDLC.
• Required skill(s): J2EE, SQL, DB2.
• Optional skills: Websphere, .NET, ASP, Server, Access.
• At least 4 year(s) of working experience in the related field is required for this position.
• Applicants may work in either Makati City, Mandaluyong City, or Quezon City.
• Full-Time position, much room for advancement and career development.
• Applicant must possess at least a Bachelor's / College Degree in any field.
• Work experience in a Software Development Firm i.e., BPO / KPO is preferred, but not required.

Location - National Capital Region

• Makati City
• Mandaluyong City
• Quezon City

Click here to apply

Responsibility:

• Assist in the planning, design, and implementation of telecommunication services for fixed/wireless.
• Work with end-users, business units and external client technical teams to meet the telecommunications needs of all users and include in future policies and telecommunications planning and development.
• Support users globally, make recommendations to improve quality, services, reliability and cost effectiveness of telecommunications systems.
• Procure quotations for telecommunications’ services for projects and obtain approvals for these services from upper management.
• Develop detailed project plans; manage projects from proposal to implementation.
• Work closely with client program managers to ensure timely delivery of client telecommunication needs.
• Implement and develop procedures and processes for the ongoing operation.
• Maintenance and back-up of the telecommunications equipment and systems to ensure 99.9% availability across the enterprise.
• Function as part of a team consisting of voice and data personnel, end user personnel, outside vendors and clients to solve business problems.

Qualification / Other Requirements:

• Candidate must possess at least a Bachelor's / College Degree, Professional License
• (Passed Board /Bar / Professional License Exam)
• Engineering (Computer / Telecommunication), Computer Science / Information Technology or equivalent.
• Strong familiarity about the International, Regional and Local Telecommunications Industry required
• Required language(s): English, Filipino
• At least 3 year(s) of working experience in the related field is required for this position.
• Preferably Assistant Manager / Managers specializing in IT / Computer - Hardware or equivalent.
• Full-Time positions available.

Location

• Quezon City - UP-Ayala Techno Hub
• Quezon City - Eastwood
• Mandaluyong City - EDSA Central
• Makati City - PBCom

Click here to apply

Responsibility:

• Oversee overall check-up and continuous maintenance of the corporate and operations data network infrastructure.
• 24 * 7 and on-call monitoring of the company's network infrastructure.
• Coordination with vendors to ensure good technical support utilization.

Qualification / Other Requirements:

• Candidate must possess at least a Bachelor's / College Degree in Engineering (Computer/Telecommunication), Computer Science/Information Technology or equivalent.
• Required skill(s): Extensive background in CISCO Routing & Switching, LAN / WAN
• Management, Network Infrastructure Design.
• Solid exposure to handling Routing Protocols and Change Management
• Relevant experience in handling Cisco Pix Firewalls and other security techniques
• Background in ITIL, an advantage
• Good interpersonal, analytical and communication skills.
• Required language(s): Filipino, English
• At least 3 year(s) of working experience in the related field is required for this position.
• Applicants should be Filipino citizens or hold relevant residence status.

Location

• Quezon City - UP-Ayala Techno Hub
• Quezon City - Eastwood
• Mandaluyong City - EDSA Central
• Makati City - PBCom

Click here to apply

Responsibility:

• Establish and implement all IT Security Controls as per the company's security policy (ISO 17799) and coordinate with the staff
• Coordinate with internal IT of Client organization for both operational and project issues
• Ensure that all aspects of BCP that form part of the overall BCP Plan are envisioned , implemented and tested
• Establish and implement Audit and Monitoring Process to ensure adherence to security policies
• Hardening systems (Servers, Routers, Firewalls etc) inline with Industry best practice for IT Security standards.
• RISK Analysis, ability to identify RISK in new / existing projects & system design and providing necessary recommendations.
• Log review for various security devices (IDS, Firewalls, Windows etc.)
• Incident management skills, ability to effectively manage various IT security Incidents and tracking till closure.
• Make recommendations on effectiveness of implemented security controls
• Create conformance reports and ensure adherence to processes and procedures
• Provide audit and status reports such as security compliance checks, intrusions, etc. that affects the integrity of the IT infrastructure
• Analyze operational history and & implement improved security controls & processes across the entire IT infrastructure
• Ensure that the security policy incorporates the security needs of the customer and that effective controls are implemented accordingly

Qualification / Other Requirements:

• College graduate with a degree in Computer Engineering, Computer Science or any IT-related courses
• Has 3- 7 years of experience in the field of IT preferably in the field of data networking (LAN / WAN), systems administration (WINDOWS/UNIX), & at least 3-4 yrs in security audit experience
• Exposure to the IT Services / IT Enabled Service Industry would be an added advantage
• Experience of implementing security standards such as ISO 17799/BS 7799, COBIT
• Shall audit & monitor Windows 2000, UNIX servers, network devices such as routers, switches, firewalls, IDS
• Create conformance reports and ensure adherence to processes
• Maintain AAA security systems
• Make recommendations on effectiveness of implemented security controls
• Required language(s): English, Filipino

Location

• Makati
• Madaluyong
• Quezon City

Click here to apply

Responsibility:

• Focus on engagement with the floor to help enrich jobs and spot issues or dissatisfaction.
• Proactively communicate all policies and handle grievances
• Design robust R&R to achieve higher c-sat / achieve higher CSAT and lower attrition
• Ensure that the R&R calendar is deployed as per plan
• Spend within department budgets on E-Relation and other activities
• Vendor management and price negotiations in procurement of best quality products at most competitive rates at BU level for E-Relation activities
• Tie - ups with various restaurants, clubs etc. for employee discounts

Qualification / Other Requirements:

• Candidate must possess at least a Bachelor's/College Degree or Post Graduate Diploma / Master's Degree in any field.
• Required skill(s): Events Management.
• At least 5 year(s) of working experience in the related field is required for this position.
• Applicants must be willing to work in Makati City.
• Applicants should be Filipino citizens or hold relevant residence status.
• Preferably Assistant Managers / Managers specializing in Human Resources or equivalent.
• Full-Time positions available.

Location

• Makati
• Madaluyong
• Quezon City

Click here to apply

Responsibility:

• Develops, implements and oversees the delivery of the organization’s compensation and benefits program which includes the following :
  • Development and design of salary structure.
  • Market Data Trend Analysis and Benchmarking.
  • Implementation of Employee Salary Program (ESP)
  • Implementation of Performance Management Programs
  • Design and Implementation of rewards and recognition programs
  • Oversee the administration of statutory benefits
  • Ensures 100% audit compliance on all process, policies and legislative guidelines.
  • Drives line adherence to existing company policies and process.
  • Conducts Education session on compensation philosophy and company pay plan program
  • Provides advice and consultation to line manager on compensation system and recommend to senior management enhancement of existing pay program

Qualification / Other Requirements:

• Candidate must possess at least a Bachelor's / College Degree or Post Graduate Diploma
• At least 1-2 year(s) of working experience in the related field is required for this position. Experience in handling Compensation and Benefits in a Call Center is definitely an advantage
• Willing to work in a rotational schedule, including the graveyard shift
• Required language(s): English, Filipino
• Applicants must be willing to work in Makati City.
• Applicants should be Filipino citizens or hold relevant residence status.
• Full-Time positions available.

Location

• Quezon City - UP-Ayala Techno Hub
• Quezon City - Eastwood
• Mandaluyong City - EDSA Central

Click here to apply

Responsibility:

• Separation Management
  1. Voluntary / Involuntary Separation
     • Checks completeness and validity of all separation documents
     • Sends Daily Attrition Report to all Stakeholders
     • Maintains an updated and accurate Attrition Tracker
  2. RTW Process
     • Coordinates with Operations on all AWOL Cases
     • Preparation of AWOL Notices
     • Monitoring of all AWOL Cases through an updated and accurate RTW Tracker
  3. Clearances
     • Prepares/ routes all HR Initiated Clearances
     • Receives and validates all Employee Initiated Clearances
     • Conducts exit interviews
     • Maintains an updated and accurate clearance tracker
• Admin Cases/ Grievance Handling
  1. Validation and Monitoring of all Disciplinary Documents/ Cases
  2. Provides IJP Validation to the TAU Team
  3. Prepares a monthly report of all disciplinary cases for the Workforce Team in India
  4. Assists in scheduling admin hearings whenever necessary and ensures that all documents needed are prepared before the team conducts the hearing.
• Audit Requirements
  1. Provides the universe on voluntary, involuntary and Disciplinary Processes
  2. Ensures SAT posture in all employee policies processes
• Other Tasks
  1. Prepare the payment for the company’s legal retainer on a weekly/ monthly basis
  2. Processes reinstatement / deletion of access for employees who came from awol, Maternity and Long Medical Leave.

Qualification / Other Requirements:

• Candidate must possess at least a Bachelor's / College Degree, Human Resource Management or equivalent would be an added advantage
• Required language(s) : English
• At least 2 year(s) of working experience in the related field is required for this position.
• Candidate must have accumulated at least 2 years of Employee Relations experience, preferably in a Call Center, BPO or KPO environment
• Experience in Labor Code and HR policies is preferred but not required.
• Applicants may work in Makati, Madaluyong or Quezon City.

Location

• Makati
• Madaluyong
• Quezon City

Click here to apply

Responsibility:

• Assist the Engagement Manager in conceptualizing, organizing and implementing employee-based and values-driven programs that add personal and professional value to all employees
• Enhance employee morale and engagement with the company, address the challenges of working in a 24/7, fast-paced and stressful environment with the aim to contribute to employee retention
• Develop strong partnership with operations and other functions to execute retention strategies and programs
• Implement feedback mechanisms (such as employee surveys) in relation to employee engagement
• Assist the Engagement Manager in the implementation of Diversity initiatives for the the following groups:
  • Women
  • GLBT and
  • differently abled
• Assist the Engagement Manager in coordinating with external parties for partnerships that would offer special privileges/accommodation to IBMers

Qualification / Other Requirements:

• Experience in Project planning and coordination is a must
• Highly creative with knowledge on Marketing Communications
• Good moral character
• Basic knowledge in budget planning
• Knowledge on the use Photoshop is a plus point
• Candidate must possess at least a Bachelor's / College Degree, Mathematics or equivalent.
• Required language(s): English
• At least 2 year(s) of working experience in the related field is required for this position.
• Preferably 1-4 Yrs Experienced Employees.
• Full-Time positions available.

Location - National Capital Region

• Makati
• Madaluyong
• Quezon City

Click here to apply

Responsibility:

• Follow a Project Transitioning toolkit and ensure thru regular reviews and audits that all projects transitioned in the company are as per the laid down process.
• Physical documentation of the project / approvals / audits etc for the end to end process.
• Provide extensive pre sales support to BD, make pitches for TPM capability, help in initial solutioning and make the TPM COE a clear differentiator in the BD process.
• Ensure that all projects are transitioned on time and ramp-up within desired timelines on client metrics.
• Ensure that trained resources (in project transitioning) are kept available based on forecasted business pipeline by planning and creating seed teams in the Business Units where the new projects are likely to be executed
• Develop a standardized scoping toolkit that can be used to farm existing accounts
• Make constant improvements in project transition times and subsequent ramp-ups by increasing the number of concurrent projects
• Retain talent by proactively engaging with people and enriching their jobs and spotting early symptoms of simmering issues
• Create a motivated team that has clarity of goals and a development orientation
• Define job responsibilities, supervise and review performance on an ongoing basis.
• Exposure to the IT Services / IT Enabled Services industry is desired but not essential
• A good understanding and grasp of project management tools and practices
• Should have transitioned projects in the BPO industry or should have had extensive experience in managing projects in a different industry
• Should be extremely facts and data oriented
• Should be deadline and closure oriented
• Should have the ability to influence people (internal / external customers, Operations, Finance etc.)

Qualification / Other Requirements:

• Candidate must possess at least a Bachelor's/College Degree, Post Graduate Diploma / Master's Degree, any field.
• At least 8 year(s) of working experience in the related field is required for this position.
• Preferably Assistant Manager / Managers specializing in Customer Service or equivalent.
• Full-Time positions available.

Location - National Capital Region

• Makati City
• Madaluyong City
• Quezon City

Click here to apply

Responsibility:

• Plans, develops, and implements strategy for operational management and development to meet agreed organizational performance plans within agreed budgets and timescales.
• Strong client relationship management.
• Conducts analysis for maintaining service levels and team performance, volume forecasting, and takes care of staff calculations and costs.
• Implement plans and policy as determined, and changes as necessary.
• Schedules and leads call monitoring sessions.
• Understands the factors that lead to staff turnover, how to improve retention, and implement motivational programs on the floor.
• Liaise with other functional/departmental managers to ensure operational development, meet objectives, and achieve targets.
• Take real time corrective decisions and preventive measures based on volume, attendance, adherence, etc. to improve delivery.
• Complies with the Company’s Policies and Procedures, including Information Security.
• ACCOUNTS : Sales, Customer Service, Technical Support.

Qualification / Other Requirements:

• Candidate must possess at least a Bachelor's / College Degree or Post Graduate Diploma / Master's Degree in any field.
• At least 8 years of (BPO) Operations-related experience and more than 2 to 3 yrs of actual experience as an Operations Manager in the same industry.
• Strong experience in accounts, people-skills, and client relationship management.
• Excellent problem solving skills, analytical / logical skills and leadership / people management and performance management skills.
• Team player with good interpersonal skills and proven communication effectiveness.
• Exposure to Profit and Loss, Budget Forecasting, etc. is an advantage.
• Willingness to work in a fast-paced, dynamic and schedule-shifting environment.
• Applicants should be Filipino citizens or hold relevant residence status.

Location - National Capital Region

• Makati City
• Madaluyong City
• Quezon City

Click here to apply

Responsibility:

• Manage a team of approx. 15 CCSs and ensure that all key metrics of performance as per the Client SLA are met and exceeded.
• Strong background in credit card acquisition and process.
• Manage and strengthen Client Relationship.
• Act as the first level of escalations and resolve all people issues within the team through regular feedback, One-to-One sessions & Team Meetings/Calibrations.
• Manage team performance and responsible for the overall development of the team.
• Institute creative & innovative R&R for enhancing team performance and motivation; foster career advancement of the team members within the project or lateral movement.
• Responsible for managing people metrics within the team eg. attrition, absenteeism, schedule adherence etc.
• Handle escalated customer calls and guide/assist the agents to take calls in premium queue and use of customer service tools
• Responsible for daily, weekly, monthly reporting to Clients as per their requirement

Qualification / Other Requirements:

• Candidate must possess at least a Bachelor's / College Degree, any field.
• More than a year of actual experience as a Team Leader/Operations Supervisor for a Customer Service and Sales oriented account in a Multinational BPO/Call Center industry.
• Preferably Supervisor / 5 Yrs & Up Experienced Employees specializing in Customer Service or equivalent.
• Required skills: metrics management, leadership skills, client relationship
• Required language : English.
• Applicants should be Filipino citizens or hold relevant residence status.
• Applicants must be willing to work in UP Ayala Techno Hub
• Background in handling a financial / sales account
• Must be willing to start the work ASAP

Location - National Capital Region - UP Ayala Techno Hub

Click here to apply

Responsibility:

• Lead/Manage all aspects of Quality excellence with emphasis on continuing to improve operating results and strengthening underlying processes.
• Plan and strategize key training initiatives in line with client requirements
• Providing Operational floor management by monitoring service levels, calibration, making appropriate decisions and regular monitoring of quality and training design/processes.
• Regular Client interfacing for feedback and Quality updates.
• Review Quality parameters and make changes whenever necessary in consultation with Operations.
• Defining the quality parameters to agents and QAs and defining the scope of improvisation.
• Preparing quality improvement plans, conducting TNA, coordinates with the Product / Process Training team.
• Coaching, mentoring, and training the team.

Qualification / Other Requirements:

• Candidate must possess at least a Bachelor's / College Degree in any field.
• At least 6 year(s) of working experience in the related field is required for this position.
• Applicants should be Filipino citizens or hold relevant residence status.
• Knowledge in TQM, TNA, statistical and quality tools
• Ability to influence Operations in creating a quality focus
• Should have Operational experience
• Tactical thinking skills, strong leadership and people management skillsb

Location - National Capital Region

• Madaluyong City
• Quezon City

Click here to apply

Responsibility:

• Monitor QA Score of the assigned project
• Supervise QA Analysts/Specialists
• Track and act upon End Customer feedback
• Review Quality parameters and make changes whenever necessary in consultation with Operations
• Facilitate calibrations / do client interfacing
• Assist in preparing Quality Improvement Plans
• Help Operations with the necessary quality tools and how to use them effectively
• Provide guidance and leadership to QA team members
• Update progress on operations and quality activities
• Assist in aligning quality initiatives for achieving business objectives.
• Contribute in new initiatives for quality and to understand the effectiveness of current ones
• Applicants should be Filipino citizens or hold relevant residence status.

Qualification / Other Requirements:

• Candidate must possess at least a Bachelor's / College Degree in any field
• At least 1 year supervisory / managerial experience in Quality is required for the position
• Background in handling a Telecommunication or Customer Service account
• Required skill(s): MS Excel
• Preferred skill(s): CSAT knowledge
• Hands on knowledge of statistical and quality tools
• Tactical thinking skills
• Has experience in managing call center metrics
• Applicants must be willing to work in Mandaluyong City, Quezon City
• Applicants should be Filipino citizens or hold relevant residence status
• Background in Six Sigma an advantage
• Must be willing to start ASAP

Location - National Capital Region

• Shaw Blvd
• Mandaluyong
• UP Ayala Techno Hub

Click here to apply

Responsibility:

• Lead / Supervise all aspects of Quality excellence with emphasis on continuing to improve operating results and strengthening underlying processes.
• Providing Operational floor management by monitoring service levels, making appropriate decisions and regular monitoring of quality.
• Regular Client interfacing for feedback and Quality updates.
• Review Quality parameters and make changes whenever necessary in consultation with Operations.
• Defining the quality parameters to the call agents and QA’s and defining the scope of improvisation.
• Coaching, mentoring and training the team.
• Applicants should be Filipino citizens or hold relevant residence status.

Qualification / Other Requirements:

• Candidate must possess at least a Bachelor's / College Degree in any field
• Preferably Senior Quality Assurance Specialist specializing in Customer Service and with strong Sales and Technical background specifically in handling an accounting software.
• At least 4 year(s) of working experience in the related field is required for this position.
• Experience of BPO operations preferred.
• Past experience of projects and implementations.
• Applicants must be willing to work in Mandaluyong.
• Applicants should be Filipino citizens or hold relevant residence status.
• Background in handling a technical account.
• Applicant must be willing to join ASAP

Location - National Capital Region

• Shaw Blvd
• Mandaluyong
• UP Ayala Techno Hub

Click here to apply

Responsibility:

• Manage the Process Training Team (which may include Change Management and Learning Lab team)
• Work with the Quality and Operations Team to formulate training and non training solutions
• Set measures of trainer effectiveness
• Support new programs and ramps by setting up a Process Training Team
• Ensure that there is collaboration between client Training Team and internal Training Team
• Develop Trainers to assume leadership posts in Training
• Develop and scale process training team to assume posts in other processes (redeployment or seeded)
• Support corporate initiatives as required
• Work with V&A and CRT in profiling and evaluating trainees / agents
• Complies with the Company’s Policies and Procedures, including Information Security

Qualification / Other Requirements:

• Candidate must possess at least a Bachelor's / College Degree, related degree in Mass Communications, Linguistics / Translation & Interpretation, Education /Teaching / Training or equivalent is an advantage.
• More than 1 to 2 years of SOUND TRAINING EXPERIENCE is required for this position. 1 year of which should be as a Process/Product trainer in a call center / BPO industry.
• Applicants must be willing to work in Makati / Mandaluyong / QC.
• Applicants should be Filipino citizens or hold relevant residence status.
• Preferably 1-4 years experienced employees specializing in Training & Development.
• Full-Time positions available.

Location - National Capital Region

• Quezon City - UP-Ayala Techno Hub
• Mandaluyong City - EDSA Central

Click here to apply

Responsibility:

• Provide floor support, learning sessions, coaching & feedback to agents (Subject Matter Expert)
• Double hat as Sales Coach - assists in driving Sales as a vital component of the team's target / metrics
• Coach on improving sales solutions options
• Monitor closure of service levels regularly
• Ensure prompt escalations to Team Leaders
• Supervise team in the absence of the Team Leader
• Monitor quality scores of team
• Take production calls as well as escalated calls

Qualification / Other Requirements:

• Candidate must possess at least a Bachelor's/College Degree , 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 UP Ayala Techno Hub.
• Preferably 1-4 Years of experienced employees specialized in Customer Service or equivalent.

Location: - National Capital Region - UP Ayala Techno Hub

Click here to apply

Base Education :- Graduation
Experience Required :- 8 to 14 yrs
Experience Profile :- BPO with hands on experience in tech services processes -hardware (helpdesk support – desktops, laptops, printers, scanners, faxes), ISP or software applications
Role Type :- Delivery Project Executive

Description of Role and Responsibilities :-

• Delivery of all customer metrics and management of operations metrics.
• Ensuring continuous improvement in service delivery through focus on metrics & delivery.
• Customer management-develop and sustain strong relationship with clients both internal and external.
• End-end P&L responsibility.
• Continuously drive and improve efficiency metrics like seat/manpower utilizations. Understanding of quality/ transition /workflow etc
• Continuously drive customer & employee metrics.
• Work closely with shared services.
• Ensure integrity of data and reports and adherence to service level agreements.

Skills Required

• Strong Project management and delivery handling capabilities
• Strong Analytical skills, and strong numbers orientation
• Ability to manage large teams & manage processes (300 +).
• Good understanding of quality in a customer service environment
• Effective communication skills.
• Relevant exposure and depth in, customer service, project management ops/ quality / transition etc.(In depth of process know how)
• Very high focus on implementation - essential for process delivery as per SLAs/ SOWs

Additional Specifications (If any) :- Valid passport

Click here to apply

Base Education :- Graduation
Experience Required :- 8 to 14 yrs
Experience Profile:- BPO with hands on experience in CRM operations with domain knowledge in Mortgage / Insurance / Credit Cards.
Role Type :- Delivery Project Executive

Description of Role and Responsibilities :

• Delivery of all customer metrics and management of operations metrics.
• Ensuring continuous improvement in service delivery through focus on metrics & delivery.
• Customer management-develop and sustain strong relationship with clients both internal and external.
• End-end P&L responsibility.
• Continuously drive and improve efficiency metrics like seat/manpower utilizations. Understanding of quality/ transition /workflow etc
• Continuously drive customer & employee metrics.
• Work closely with shared services.
• Ensure integrity of data and reports and adherence to service level agreements.

Skills Required

• Strong Project management and delivery handling capabilities
• Strong Analytical skills, and numbers orientation
• Ability to manage large teams & manage processes (300 +).
• Effective Client Engagement skills
• Effective communication skills.
• Relevant exposure and in depth knowledge of customer service, account management / quality/ transition etc.
• Very high focus on implementation - essential for process delivery as per SLAs/ SOWs

Additional Specifications (If any) :- Valid passport

IBM Philippines was selected as a finalist in the 'BPO Employer of the Year' category of the BPAP ICT Awards 2010

Manila Recruitment Centers

For Frontline roles, walk-in applicants will be prioritized.

Mandaluyong City

IBM Recruitment Center
EDSA Central Pavilion, 3rd Floor
EDSA corner Shaw Blvd.
Mandaluyong City
Telephone: +63 2 840-6000 local 8776

Quezon City

IBM Building F, 4th Floor
UP Ayala TechnoHub
Commonwealth Avenue
Diliman, Quezon City
Telephone: +63 2 840-6000 local 77052

Email address for both is hotcareers@ph.daksh.com.