BPO Senior Project Lead Assistant Manager - Taguig

TASQ Staffing Solutions; Taguig; On-site; PHP 1,200,000 - 1,800,000; Full time

Benefits offered by this job

HMO for Employee and 2 Dependents (On Day 1)

Quarterly performance bonus

24 Leaves Annually

Job summary

A staffing solutions provider is seeking an experienced Senior Project Lead Assistant Manager in Taguig. The ideal candidate has over 6 years in BPO customer service, strong process improvement skills, and must be certified in Six Sigma. Responsibilities include driving process improvement, quality planning, and client interfacing to ensure high levels of customer satisfaction. This is an onsite position with benefits including HMO and performance bonuses.

Qualifications

• Minimum experience of 6 years with customer service in the BPO/BPM industry.
• A minimum of 2 years in the role of an Assistant Manager within process improvement.
• Willingness to work in rotational shifts.
• Minimum 2 years as Assistant Manager in process/improvement/knowledge management.
• Six Sigma Yellow Belt certified and Green Belt trained.
• Willingness to work in rotational and shifting schedules.
• Onsite in Taguig, start ASAP.

Responsibilities

• Support process improvement and corrective actions.
• Prepare service quality plan and ensure quality control.
• Participate in transition team for process definition and documentation.
• Interface with customers for issue resolution and build confidence.
• Ensure no billable loss and maintain revenue integrity.

Skills

Customer service experience in BPO

Telco and Billing background

Process improvement knowledge

Six Sigma (yellow belt certified, green belt trained)

Education

Bachelor's degree in any course

Job description

Job Openings BPO Senior Project Lead Assistant Manager - Taguig

About the job BPO Senior Project Lead Assistant Manager - Taguig

About the job: Senior Project Lead Assistant Manager (Taguig) | Onsite
Benefits:

• HMO for Employee and 2 Dependents (On Day 1)
• Quarterly performance bonus
• 24 Leaves Annually

Requirements:

• Minimum experience of 6 years with customer service in the BPO/BPM industry
• Preferably with Telco and Billing background
  
• Bachelor's degree in any course
  
• A minimum of 2 years in the role of an Assistant Manager must be within process or continuous improvement and knowledge management
  
• Must be yellow belt certified and green belt trained within Six Sigma
  
• Willingness to work in rotational shifts
  
• Amenable to working in shifting schedules.
  
• Amenable to working ONSITE (TAGUIG).
  
• Able to start ASAP

Responsibilities:

1. Process Improvement
Support process owner to drive improvement plan at the engagement level level; Analyze, provide feedback and drive corrective and preventive actions in the engagement IN ORDER TO ensure that the overall health of the process/engagement is improved

2. Quality Planning
Prepares the service quality plan including the quality control, assurance and improvement at hiser p process level IN ORDER TO create a comprehensive quality program for the specific process

3. Transition
Participates as a part of the transition team to prepare the process definition & documentation for the specific process within his/her purview. Coordinates training for the team IN ORDER TO ensure right skilling

4. Client Interfacing
Interface with customer for issue resolution, providing status updates, and building customer confidence in the team's ability to deliver in order to ensure high customer satisfaction. Support in the resolution of escalations/complaints and interface with customer to clarify issues in order to ensure issues are fixed in a timely manner and with adherence to SLA

5. Process Assurance

Ensures that there is no billable loss, no credit/penalties from the client and zero revenue leakage