Employment Type: Full-Time Employment
Work Setup: 100% Onsite
Work Schedule: Night Shift (Following U.S. Eastern Time Zone)
Location: Eastwood, Libis, Quezon City
Salary Package: 100,000 to 150,000 PHP/Monthly
Position Overview
Support the Senior Vendor Manager to ensure overall BPO center performance meets company expectations and ensures the success of the overall customer experience
Duties And Responsibilities
State the major activities and performance standards for which the position is responsible.
- Monitor daily voice and digital contact center activities for multiple vendor locations.
- Responsible for analyzing operational reporting to determine performance gaps/operational opportunities to ensure Vendor KPI goals are achieved.
- Attend and co-facilitate with Samsung Quality Department to ensure vendors operate in accordance with established QA processes internally and externally.
- Daily, Weekly and Monthly reporting of KPI and Operational reporting and activities for voice, chat and email channels.
- Operational Tools Ad hoc Reporting
- GenAI and Agent Desktop Guided Workflow observation to ensure optimal internal and external customer experience
- Support Snr VM with other operational SEA departments PIC onshore location PIC
- Support Snr VM with escalated issues presented by SEA
- Support Snr VM with BPO Escalated Issues (policy, process, system, customer impacting outlier issues).
- Support Snr VM in providing support to voice and digital BPOs in questions or concerns related to product information or company policies/processes/procedures.
- Identify, analyze and offer solutions for training gaps identified from reporting and monitoring observations.
- Assist with after-hours vendor issues and outages to ensure minimal customer impact.
- Support Snr VM with facilitating daily calls with vendors for touch-base of previous day performance
- Offer suggestions and solutions for voice and digital channels to improve the customer experience and improve operational performance.
- Identify, analyze and offer solutions for training gaps identified from reporting and monitoring observations.
- Assist with after-hours vendor issues and outages to ensure minimal customer impact.
- Support Snr VM with facilitating daily calls with vendors for touch-base of previous day performance
- Offer suggestions and solutions for voice and digital channels to improve the customer experience and improve operational performance.
Performance Standards
- Vendor KPI Performance
- Content quality goals set by management.
- Customer survey results on satisfaction ratio.
- Implementation of approved systems, processes and content.
- Required management reports.
Qualifications
- Bachelor's degree in Business, Operations Management, or related field
- 3-5 years customer service/technical support management experience.
- Strong knowledge and use of PC, Windows, and MSOffice applications.
- Exceptional verbal and written communication skills.
- Knowledge of operating and installing consumer electronics products.
- Solid leadership skills.
- Demonstrate highly analytical approach to problem solving.
- Knowledgeable of call center metrics and KPIs related to voice and digital channels
- Experience with client/vendor relationship management within a call center
- Passion for customer service focus and adept at analyzing customer experience results
- Ability to present analytical data and findings or other reporting related information via written and/or verbal presentation
WHY INTELASSIST
We grow together. We value your effort. We aim to empower you.
