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

Outstanding career development opportunities

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 hisher 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