TIP Iloilo

TELUS INTERNATIONAL is Urgently Hiring Technical Support Representatives!

💚Earn as much as Php 25,000 total package monthly.
💜15% night differential
💚HMO Coverage
💜Smart postpaid plan on your 3rd month
💚Life and financial Insurance after 1 year
💜Premium Telco Account (w/ Premium Allowance)

In-House Telco Account (launching)

✔️Minimum of 6 months TECHNICAL SUPPORT background (open to all industry)
✔️Completed at least 2 years in College with ANY work experience or If below 2 yrs, at least 1 year of BPO/Call Center Experience
✔️At least 18 years old
✔️Good communication skills
✔️Willing to work at TELUS Iloilo Site
✔️Amenable to work on SHIFTING schedules
✔️Can start ASAP

Program Coordinator

Description and Requirements
Addresses the administrative needs of the account by coordinating with the Operations Management on account needs and goals. Contributes to the attainment of optimum performance and service levels by providing administrative support for the entire account (i.e. monitoring metrics, attendance, attrition, etc...).
Updates program / account files and collates team reports for program / account report generation. Files and organizes internal reports for easy access and availability. Maintains the account's communication and bulletin boards (i.e. generates list of winners for daily/weekly/monthly incentives on the floor, exemplary performers, promotions and new hires, etc...)
Acts as the Human Resource person for the account. Coordinates with the Human Resources departments (i.e. Compensation and Benefits, Employee Relations, Recruitment, etc...) for HR concerns of the account (i.e. disputes, inquiries, hearings, etc...). Transmits important documents and information and secures confidential records for proper safekeeping. Submits disputes, inquiries and grievances regarding payroll, compensation and employee relations for immediate action and addressing. Provides data on upcoming events to the account.
Attends regular meetings with Human Resources (i.e. HR at the Lounge, etc...) to gather important information for immediate dissemination to the account. Liaisons with other Program Coordinators in order to keep information up-to-date and discuss common concerns across all accounts.
Updates Baleen information and templates by gathering updated data from the intranet. Maintains Baleen information contained in various documents in order for agents to be able to review overall account performance and individual contributions on a real-time basis. Assists the Team Leaders in collating individual / team metrics.
Ensures the availability of supplies, materials and other resources required for day-to-day operations of the account. Checks inventory of current supplies and forecasts future supply needs of the account. Submits requesitions for additional supplies and other necessary materials.
Assists in queue management and floor support by logging into the pertinent WFM system and checking queue and call volume. Provides data to Call Center Coordinators / Command Center in order to improve and check on the account's productivity levels (i.e. lessen abandoned calls, improve Service Levels, etc...).
Coordinates with Call Center Coordinators and other Work Force personnel / departments regarding suspensions, schedule swaps, attrition, leaves utilization, etc... Submits the necessary documents respective to concerns and needs of the account. Ensures that pertinent database information is updated by way of reports and documents submitted.
Assists in Customer Experience and Learning Services initiatives aimed at updating product knowledge and improving overall productivity of the team members of the account by coordinating with other departments for the necessary resources and materials (i.e. equipment, room reservations, etc...).

Operations Manager | Iloilo

Position Summary Ensures the profitability of the account/s / program/s by making certain that client KPIs, goals, and targets are met. Ensures that company-set ratios for staffing are maintained for smooth operations of the program/s, and that the manpower complement is sufficient for the forecasted call volume. Ensures that everyone within the program strictly abides by Company and Client policies and procedures. Recognizes and rewards top performers while carrying out disciplinary action / consequence management for non-performers. Functional Responsibilities Ensures the profitability of the program/s by driving for the attainment of Client-specified KPIs and targets. Monitors the queue to ensure that service metrics are met, as well as monitors sales metrics through proper coaching, consequence management, etc. Upholds company policies as it relates to the program/s and drives for adherence to such policies. Ensures that checks on attendance, schedule adherence, and decorum in the workplace are executed for uninterrupted operations and to uphold the Company’s standards of professionalism. Maintains company-set ratios on staffing to ensure smooth operations of the program/s. Complements the forecasted call volume of the program/s with the adequate manpower on the floor by periodically checking forecasts versus actual call volumes. Coordinates with Workforce for net staffing requirements and scheduling of agents given leaves, absences, and attrition. Requests for overtime or 6th day work in order to meet service metrics by efficiently handling the forecast and / or spikes in call volumes. Drives for the recognition and reward of top-performing team members by ensuring the pay-out of incentives and the provision of additional roles and responsibilities for succession planning / leadership development. Dutifully conducts performance planning / appraisals / feedback meetings and accomplishes the necessary performance appraisal forms in order to assess high potential team members. Ensures that proper action is taken for non-performing associates/CIAs as well as those with documented infractions against company policies. Provides coaching and mentoring to associates and team Captains who do not meet their metrics, and carries-out the appropriate disciplinary actions. Spearheads the design and implementation of daily, weekly, and monthly incentive schemes in order to drive performance on the floor. Ensures the objective stack ranking of team members in terms of metrics / performance to provide a solid basis for performance assessments. Provides opportunities for immediate coaching for associates and Team Captains who fall below the program/s’ standards and drives for improved performance. Ensures that all Company and / or Client updates are cascaded to all individuals in the program/s by conducting regular meetings with TCs. Disseminates information in a timely manner, taking into consideration information sensitivity and confidentiality. Liaisons with Top Management and the Client regarding the program/s’ performance. Analyzes the necessary information (i.e. Baleen, top and bottom performing teams / agents) and translates this to tangible and relevant data on program performance.