• To provide quality customer service via phone, email or chat.

• Must be a graduate of a 4 year degree college course
• Must be proficient in English, both written and spoken
• Must be knowledgeable in basic computer usage (Windows, MS Office, Outlook, and Internet)
• Must be willing to work in Ortigas
• Must be willing to work on a changing schedule, including the night-shift
• Must be available to start the soonest possible time

Email Resume to NT-EMERSONJS@sykes.com and indicate Job Code: CSR-MED.

Labels: Sykes Asia Inc.

• Escalate issues and or provide sound recommendation to clients; should be able to provide and develop solution to problems
• Adhere to client’s processes and procedure and company policies
• Take proactive responsibilities in dealing with clients
• Responds timely and accurately to the escalations of the other members of the team
• Conduct team meetings
• In-charge of team’s daily schedule and makes sure adherence is met
• Monitors team performance
• Provides feedback on team performance, does PEP and/or coaching on weekly basis
• Monitors skills of the team and recommends additional training when needed
• Designates tasks to available team members if applicable
• Serves as back-up and or escalation point when a team member is on leave or fails to deliver a task on time
• Plans, assigns and directs work to the team/employees in cooperation with the manager
• Continuously improve team’s processes and assist is preparing team’s processes, documentations and reports required from the team

• Must be a graduate from a reputable college institution
• Must have 1-3 years supervisory experience as a Team Lead
• Must be proficient in English, both written and spoken
• Must have knowledge of basic computer usage (Windows 2000/XP/2003, MS Office, Outlook, and Internet)
• Must be willing to work in Ortigas
• Must be willing to work on a changing schedule, including the night-shift
• Must be available to start the soonest possible time

Email Resume to NT-EMERSONJS@sykes.com and indicate Job Code: IVS-TL.

Labels: Sykes Asia Inc.

Quality Coordinator (National Capital Reg - Quezon City)
Quality MonitoringØ
• Performs real time and/or historical call monitoring and provides trend data to program team leaders and managers.
• Uses quality monitoring data management system to compile and track performance at team and individual levels.
• Responsible for preparation, analysis and timely completion and submission of internal and external quality reports for management staff review.
• Participates in design of call monitoring formats and quality standards.
• Participates in internal and client calibration sessions.
• Participates in the Monthly Quality Review with QC team leader and program team leaders. • Performs other duties as may be assigned by the program team leaders and account managers.


Agent Performance ManagementØ
• Provides side by side mentoring and coaching to agents.
• Conducts coaching sessions or one on one at least one a week (frequency determined by QC with the agent’s performance ranking as basis).
• Provides factual, constructive and immediate feedback to agents directly and/or routed to the team leaders and account managers.
• Provides actionable data to various internal support groups as needed.
DocumentationØ
• Weekly quality monitoring results provided by account’s Quality team are tallied and sent to team leaders
• Records coaching sessions on below standard calls. These sessions are done within the same day the call was flagged.
• Prepares internal quality monitoring reports in a monthly basis and completes Root Cause Analysis template if need be.
• Additional Reports include: meeting minutes and calibration report.
Doing the WorkØ
• Takes calls for a minimum of 40 hours per month, and is subject to the same SLA as that of an agent.
Candidate must possess at least a Bachelor's/College Degree in any field.
Required skill(s): MS Word, Excel, Powerpoint.
At least 1 year(s) of working experience in the related field is required for this position.
Applicants must be willing to work in Quezon City.
Applicants should be Filipino citizens or hold relevant residence status.
Preferably 1-4 Yrs Experienced Employees specializing in Sales - Telesales/Telemarketing or equivalent.
• Should have gained mastery of call handling skills and have a strong customer service orientation.
• Should have a thorough knowledge of program support processes.
• Excellent documentation skills: preferably proficient in working with MS Word, Excel and Power point.
• Excellent oral, written and interpersonal communication skills
• Resourceful and can work under pressure
• Exceptional analytical and listening skills
• Attentive to details and is results-oriented
• Should possess a high level of initiative thinking of ways to improve the quality monitoring process and address current issue(s) faced by assigned program
• Willing to stay extra hours to complete quality monitoring reports.
• Good interpersonal skills and can work in a team environment.
4 Full-Time positions available.

website: www.sykes.com

Labels: Sykes Asia Inc.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Leads and drives the team for continuous improvement towards set goals
• Manage metrics
• Monitors team performance
• Responds timely and accurately to the escalations of the direct reports
• Assist Level 1 support towards 1st time resolution including identifying need for call back
• Verifies problem and validates escalation prior to further escalation
• Escalates problem only when necessary and provide assistance towards resolution
• Maintains a line of communication with the escalation points
• Identify team issues and provide sound advice based on good judgment
• Provides direction and sound advice to the team members (mentor role)
• Develops logical problem solving skills and train the team members• Re-echoes new client training to the team as needed

Education
• University Degree or the equivalent

Experience (number of years and type of experience)
• A minimum of one year previous people management experience or similar position requiring such
• At least 6 months experience in working with customers of varied technical knowledge and business needs
• Experience in travel support environment is an advantage.

Technical or specific skills (e.g. technical, computer)
• Speaks and writes English proficiently
• Proficient with writing reports, business correspondence and procedure manuals
• Excellent/proven technical skills and knowledge
• A working knowledge of computers, the Internet, MS Windows and MS Office
• Counseling or coaching skills

LANGUAGE SKILLS
• Communicates relevant technical information to the TSRs on a timely basis
• Conveys information clearly and effectively both written and verbal
• Listens actively and effectively
• Provides feedback to staff, supervisors, managers and colleagues
• Ability to provide objective feedback to all levels of support

website: www.sykes.com

Labels: Sykes Asia Inc.

SUMMARY:This position is responsible for ensuring that the implementations of the account’s initiative are successfully rolled out. The initiatives will range from recruitment, standardization of processes and solutions. The position will be responsible for ensuring that the teams are performing in accordance to the standards to meet the desired service levels or exceed SLAs and for ensuring smooth daily operations of the support team.

Education• University degree or the equivalent

Experience (number of years and type of experience)
• One year related experience in the Call Center industry
• Previous Product and Client responsibility
• Minimum of one year previous people management experience
• Experience in working with people on different levels
• Experience of negotiation and diplomacy
• Experience in managing a budget and the ability to analyze statistical information

Technical or specific skills
• Proficient with spreadsheets and word processing software
• Fluent English communication skills both written and spoken
• Proven leadership skills
• Effective business and report writing
• Analytical and problem solving skills• Excellent customer service skills

website: www.sykes.com

Labels: Sykes Asia Inc.