Contact Center Transformation (Online interview + Up to Php250,000)

J-K NETWORK RECRUITMENT SERVICES AND CONSULTANCY, INC.; Taguig; Hybrid; PHP 2,009,000 - 2,790,000; Full time

Job summary

J-K NETWORK RECRUITMENT SERVICES AND CONSULTANCY, INC. is seeking a seasoned professional to lead contact center transformation initiatives, focusing on multichannel solutions and Genesys implementations. The role requires deep expertise in customer service operations and project governance.

The position is onsite in Taguig with a possible hybrid setup, offering a senior opportunity to shape engagements from discovery to proposal, RFI/RFP responses, and delivery.

Qualifications

• Bachelor’s degree or equivalent qualification.
• 10+ years in Customer Service Operations and Contact Center environments.
• Experience in assessments, benchmarking, gap analysis and process improvement.
• Hands-on experience with multichannel self-service, IVR, and omnichannel routing using Genesys products.

Responsibilities

• Analyze customer requirements for Contact Center solutions and provide recommendations for on-premise, cloud, and hybrid environments.
• Manage Contact Center engagements, especially Genesys-related projects, through the project delivery phases.
• Lead the preparation of business proposals with internal teams and external vendors for RFIs/RFPs.
• Collaborate with stakeholders to develop and present Contact Center solution proposals based on customer needs.
• Manage and develop Genesys capabilities with Managers and key stakeholders.
• Support growth of the Genesys practice, including capability building and resource planning.

Skills

Customer service operations

Benchmarking

Gap analysis

Process improvement

Education

Bachelor's degree

Tools

Genesys PureEngage

Genesys PureConnect

Genesys Cloud

Genesys Cloud Suite

Job description

Company Profile: A BPO company serving globally for almost 40 years.
Position: Contact Center Transformation
Salary: Php180,000-Php250,000
Location: Taguig
Work Schedule: Monday to Friday
Work set-up: Onsite (Possibility of Hybrid set-up)

Job Requirements:

• Bachelor's degree or equivalent qualification.
• At least 10 years of experience in Customer Service Operations and Contact Center environments.
• Experience in Customer Service Operations assessment, benchmarking, gap analysis, and process improvement.
• Hands-on experience implementing multichannel self-service, IVR, and omnichannel routing solutions using: Genesys PureEngage, Genesys PureConnect, Genesys Cloud or Genesys Cloud Suite
• Amenable to attending an interview and completing the required assessment.

Job Responsibilities:

• Analyze customer requirements for Contact Center solutions and provide appropriate recommendations, particularly for on-premise, cloud, and hybrid cloud environments.
• Manage Contact Center engagements, particularly Genesys-related projects, throughout the different phases of project delivery.
• Lead the preparation of business proposals, working closely with internal teams and external vendors, when applicable, to respond to RFI and RFP requirements.
• Collaborate with stakeholders to develop and present Contact Center solution proposals based on customer requirements and business needs.
• Manage and develop Genesys capabilities in collaboration with other Managers and key stakeholders.
• Support the growth and development of the Genesys practice, including capability building and resource planning.

Recruitment Process:

• Assessment
• Initial Interview
• Final Interview
• Job Offer