JOB DESCRIPTION
Pre Transition support (as needed)
- Support CS teams with expertized responses to RFPs (as needed)
- Banding Sign offs (as needed)
- SOW Review & Delivery clauses Sign offs (as needed)
- Scope Sign offs (as needed)
- SLA Sign offs (as needed)
Transition support
- Due Diligence (Partially onus of DD is on CS team)
- KA & KT planning and delivery
- Ramp up planning & support
Steady State support
- WFM & Scheduling support. Liaison with BEC team to close loop the requirement and schedules.
- Stacks (Agent performance) Framework
- Client Escalation Support
- Any other operations support as required
Hiring
- Requirement gathering & create JD according to the role requirements
- Support in hiring from a Domain perspective to ensure we have right candidates
Trainings
- Requirement gathering and training plan from a CS perspective (CS 100 CS 200 and any Customized training plan) for engagements. Liaison with CDG team to align trainer and completion.
- Customer Service Basics/ Technical training for engagements Facilitate
Other requirements:
- Relevant years of experience: 5 years minimum BPO experience in customer service
- Leadership experience: 4 years minimum handling a team for customer service accounts
- Educational attainment: college grad any course
- Amenable to work in shifting schedules.
- Amenable to work ONSITE BGC Taguig
Benefits:
- HMO for Employee and 2 Dependents (On Day 1)
- Quarterly performance bonus
- Outstanding career development opportunities
Remote Work :
No