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Management Jobs: Manager, Global and Regional Contact ..., Manila in Manila, National Capital Region

Management

Manager, Global and Regional Contact Center : Manila:00000YXTDescriptionMajor Duties and Responsibilities: Manage MANILA Regional Contact Center operational activities to achieve target Key Performance Indicators and Service Level Agreements by executing resource planning to ensure availability of staff and support.: Manage all inbound channels for MANILA Service Center's HR GS Customers (Phone, web forms, email, fax, chat, etc.) maintaining proper staffing levels and team member training required for achieving targeted performance standards and service level agreements.: Identify opportunities to improve the customer experience by analyzing customer trends for opportunities to increase the usability and accuracy of information available to customers and increasing the volume of services that can be resolved for customers using self:service or during their first contact.: Effectively integrates new support requirements into the MANILA Global and Regional Contact Center as they are introduced by HR special projects and initiatives.: Resolve complex process and policy inquiries requiring higher level knowledge and authority and/or interaction with 3rd Parties.: Manage and motivate team members to achieve and exceed service standards by identifying staff performance gaps, allocating time to listen, monitor and provide constructive feedback for performance improvement.: Define and support scheduled and ad hoc training in order to improve performance and promote continuous learning.: Maintain transparent communication channel with the Global Request Management leaders by summarizing and reporting on operational updates and issues to the Director, Global and Regional Service Center for support, staff planning and development.: Work closely with internal and external MANILA Center colleagues within the delivery team and collaboration with Corporate Services and Local Business Unit.: Monitor team member's resource allocation and performance, ensuring proper assignment of cases and workload balancing to deliver targeted MANILA Contact Center Service Levels including the handling of unusual events including malfunctions with enabling technology: Understand and deliver on the Key Performance Indicators and operational metrics that are critical to managing service delivery in order to achieve MANILA Contact Center Service Level Agreements and meet customer service standards.: Manage and monitor operational data and reports daily; constantly communicating performance with team and actively working to identify and implement interventions to maintain service standards.: Implement operational practices and reports, including quality audits, standard and ad hoc reportsin order to identify issues and take actions to achieve performance goals and targets.: Utilize metrics to conduct root cause analysis and implement continuous improvement opportunities to enhance provision of MANILA Contact Center services by reviewing and revising operational processes, policies,and standard operating procedures and work instructions and introduce key improvement plans for execution.: Lead team engagement and adherence to a global culture identity for GS HR and establish a set of values to promote achievement and continuous improvement in conjunction with the overall Global Shared Services organization.: Leads a culture of inclusiveness and multi:cultural engagement through coaching and feedback to peers and the broader community in HR GS in alignment with the Companys Leadership Imperatives.: Develop a strong pipeline of global, diverse talent within the MANILA Contact Center team and across the Request Management team. Enable a Credo:based and High:Performance Culture within team.: Provide leadership, direction, coaching, feedback, and, where appropriate, discipline to and through subordinate team ificationsRequired Qualifications: 8+ years pr
Location
Manila
tiptodc653
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