Call center agent

Job Description

1. Plan, deliver and execute project(s) and program(s)
2. Ensure execution of delivery work across one or more clients or portfolios, leading service delivery strategy across all locations where the services are provided (e.g., client-site, delivery center)
3. Address performance issues across the client(s)/portfolio(s); create the operational approach and implements continuous improvement.
4. Implement standard SLA commitments and other financial/operational metrics for client(s)/portfolio(s)
5. Support the achievement of contract controllable income (CCI) targets, as well as the achievement of cost-to-serve targets; deliver efficiencies through standard processes and synergies.
6. Manage recruiting, staffing, people engagement, pyramid, mix, utilization, cost-to-serve and capacity of service delivery staff to optimize balance between cost and delivery targets.

Applications may be sent to: PH_QC_EASTW_MULTILINGUAL@concentrix.com

Qualifications/Requirements

• Must have 8-12 years' experience in business process outsourcing (BPO)
• Must have at least 5 years of experience in leadership role
• Proven experience in Voice, Email, and Chat BPO operations
• Strong oral and written communication skills, with the ability to articulate clear ideas and strategies effectively

Work location

QUEZON CITY, NCR, SECOND DISTRICT

Remarks

Intended Period of Employment: TWO YEARS (2 Years)

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