CONCENTRIX PHILIPPINES is in URGENT hiring for the following positions: Back Office / Non – Agent Positions: 1. HRBP Manager Location: Eastwood & Cyberwest Responsibilities & Qualifications: Responsible for collaborating, implementing and executing HR initiatives and programs for Operations Conducts regular HR Skip sessions and FGDs to adress HR related concerns and provide feedback to operations Act as consultants/advisers to People Managers in the execution of HR-related People Management responsibilities Enable People Managers to become better equipped in handling HR concerns by providing tools and resources (conducting HR101, Employee Relations, Comp Education Series, etc.) Case Management HRBPs spearhead cascades of program and process updates in their respective account assignments Act as Subject Matter Experts on general HR topics and HR-initiated programs and provide advice and counsel on these initiatives HR Business Partners are expected to provide High touch and face-to-face coverage on night shifts for quicker facilitation and resolution of top priority HR concerns Work closely with line management to proactively address business issues related to workforce development and productivity. Partners with ePolicies team in facilitating end to end disciplinary process Candidate must possess at least a Bachelors/College Degree , Human Resource Management or equivalent. Thorough knowledge in key HR facets (C&B, Workforce Relations, Employee Engagement, etc) required Preferably 2-4 Yrs Experienced Employees specializing in Human Resources or equivalent. Experience in Project planning and coordination Good moral character Willing to work on night shifts Experience in end to end handling of disciplinary cases and admin hearing deliverables Preferably with experience working in a BPO Good communication skills People manager or experience in handling a team 2. Instructional Designer – Assistant Manager Location: Hanston, Ortigas Responsibilities & Qualifications: Conduct Training Needs Analysis and measure, enhance or develop training programs. Create training interventions (modules, facilitator guides, participant guides, activities, assessments, and assessment tools) to improve learners’ communication, customer service and processing skills. Collaborate with Clients, Transition Management, Operations, Process Training, VA Training, Recruitment, and other identified departments in coming up with relevant & effective training and instructional materials. Perform data and trend analysis to correlate agent performance with Training KRAs Suggest improvements to the training agenda. Create and conduct language & training assessments. Prepare reports and other administrative deliverables. Manage, track, and be accountable for Instructional Design initiated projects and deliverables Conduct formal walk-through of training materials along with the Training team and other identified stakeholders to understand the training agenda & content. Integration of technology in design to develop blended programs. Use of content authoring tools such as – Articulate Studio, Articulate Storyline, Captivate, Camtasia, Natural Reader etc. Develop a new approach to transformation – accelerate development time and increase value of learning to the organization. Drive implementation of the content appropriate learning initiatives that support automation, efficiency and cost effectiveness. Attend all required certification and calibration sessions with VA, Process, Operations, and any other identified departments or functions. Conduct content reviews and provide feedback to other instructional designers, and other possible project participants. Meet & exceed the Quality Standards (internal & external) for all projects/tasks assigned. Meet & exceed financial targets for specific projects. Adhere to Content Development guidelines and ensure compliance to standards, timelines and targets. 1-2 years experience in Training or Content Design for Instructor-led and/or on-line training Experts in planning & executing large content development projects in compliance to quality/client standards Good communication skills and rich expertise in client interaction, need analysis, and development of appropriate content / instructional material Excellent grammar and content writing skills is a must Sound knowledge of the concepts of writing & reviewing documents for websites End-to-end BPO new hire training content development experience is preferred 3. Finance Analyst – Assistant Manager Location: UP Ayala, Quezon City Responsibilities & Qualifications: MIS and Financial Reporting Budget preparation Variance Analysis P&L Management and Forecasting Control on center support expenses Routine finance books and accounts management Expert knowledge Ledger analysis Administration of cost allocations Graduate of: Accountancy, Industrial Engineering, Business Management, Management of Financial Institutions At least 1 year experience in related field (finance planning) Proficient and strong interest in financial analysis Highly organized and assertive Proficient in MS Office applications (especially Excel) Trustworthy, with keen and analytical mind Committed to keep all records under confidential cover Successful candidates must be willing to start immediately Applicants should be Filipino citizens or hold relevant residence status Willing for shifting schedule CPA/MBA 4. Account I.T – Assistant Manager Location: UP Ayala Technohub and Hanston, Ortigas Responsibilities & Qualifications: Ensures optimum staffing of the Account IT organization through effective resource planning. Manages the capability development of the team through training initiatives and educational cascades. Ensures that the team complies with Project and Guidelines. Ensure implementation of Service Management based on the IT Infrastructure Library (ITIL) model. Tracks, monitors and provides management support for major/critical incidents to ensure that they are properly resolved. Maintains linkages with clients on major/critical operations incidents and status. Analyzes impact, risks and effort needed to implement a change request. This includes coordination and verification from different support groups. Ensures that the RCA for Severity 1 incidents from resolution group or other sources is obtained by the Team members. Analyzes generated trending reports, recurring incidents, root-cause analyses and opportunities for systemic improvements to service results. Has 3 years’ experience in ITIL- based Service management processes (Incident Management, Change and Deployment, Problem management) 5. Voice Network Analyst - Assistant Manager Location: Cubao and UP Ayala Responsibilities & Qualifications: Candidate must have at least 2 years of Avaya work experience. Candidate must have experience with any of the following: CMS (Call Monitoring Software) such as NICE Systems, Witness, Verint; CRM (Customer Relationship Management) - any software; Linux / Unix platform Candidate must have an appreciation for the interconnectivity between Applications, Telecom and Systems. Candidate must possess at least a Bachelors/College Degree in any field. Applicants may work in either Ortigas or Quezon City. Willing for shifting schedule/night shift Ensuring the 24/7 operation of Concentrix Voice Systems. Launching IT initiatives geared towards Concentrix rapid expansion plan. Ensuring high levels of service and voice quality. Responsible for product upgrades and new strategies designed to further improve Concentrix existing Voice infrastructure. 6. HR Generalist Location: Nuvali Responsibilities & Qualifications: Selection, Recruitment, Sourcing, Compensation and Benefits Prepares project updates for the project heads. Ensures that company policies are strictly followed and that disciplinary actions are implemented by serving notices of infractions to employees on any violation of the company’s code of conduct. Counsels employees on their problems and other dissatisfaction issues with the company to help them resolve their issues. Checks and prepares employment papers, contracts for regularization, confirmation letter, and separation reports and other documents pertaining to employment such as SSS, TIN, PAGIBIG, PHILHEALTH, etc. Prepares timekeeping for payroll processing. Implements the compensation and benefits program based on the existing plantilla of the company by preparing salary increases notices and other salary adjustments. Efficiently works under pressure and through tight deadlines. Computer Skills – MS Office Application 7. IT Transition Manager Location: Eastwood Responsibilities & Qualifications: Serves as the end to end owner of all Global Process Services IT deliverable for a specific account or project by managing IT resources and headcount, and acting as liaison between IT and the business. Be a self-starter and can move forward to overcome issues and problems with minimum supervision. Have solid analytical and problem solving skills, able to apply logical methods to solve problems while considering various alternatives in coming up with creative solutions Be able to collaborate and work effectively with individuals and teams inside and outside Concentrix. Posses a customer service mindset while working in a diverse environment and collaborating with customers and IT resources from different cultures, across the globe Achieves business results using Concentrix tools and techniques Monitors the project team’s performance to ensure that project deliverables are met. Ensures that proper communication is maintained between all parties involved in a project: IT resources, project resources outside of IT, and clients. Tracks all project-related issues and ensures closure of these issues. Escalates unresolved issues to other pre-identified support groups Maintains daily linkage with the key business project. resources to remain in the loop in project issues and status Analyze systems & interactions with other systems document technical requirements, specifications, and system landscape (ie diagrams, flowcharts, etc). Ability to design system changes Analyzes impact, risks and effort needed to implement a change affecting the project. Navigates the IT organization to tap resources for the project as needed, especially for changes in requirements and scope. Shields the business from the complexities of other IT groups by being Single Point of Contact in MDC for the project for all IT concerns. Ensures that the technical knowledge-base and technical documentations are kept current Cross trains the IT organization as needed Performs other necessary and relevant tasks / responsibilities assigned by his immediate manager. Ensures that there is a seamless transition between IT project teams and IT service management teams. Design and develop effective training materials and successfully cross-train the support organization Understand data and voice network infrastructure and develop infrastructure solutions for specific business needs Effectively utilize available IT tools Adhere to client-specific business control standards using client-defined tools and templates Possesses a good understanding of business requirements and processes relevant to the applications / technologies being supported Good understanding of project management methodology in Concentrix Have a thorough understanding of the IT organization structure, how it fits in the bigger Concentrix organization, IT focus areas and strategies for the year Can consistently communicate ideas and information in a clear and logical way using the appropriate level of detail Has a good command of the English language and application of appropriate vocabulary and rules of grammar. Be willing to travel and work in flexible / rotational shifts / weekend responsibilities, depending on the agreed service level requirements 8. Real Time Analyst Location: UP Ayala Responsibilities & Qualifications Staffing and Queue Management Monitor call volume demand in real time and flexes workforce accordingly Monitor call volume and average speed of answer (ASA) in real time & adjust schedules to ensure consistent service is maintained. Provide Interval/Hourly Status Reports to Operations (Per LOB) – sent every hour and proactively provide Analysis/Recommendations based on Interval Report Data/Forecast and Capacity data –i.e. reasons for dipping service level/abandon rate, included in the interval/hourly status report This report gives visibility on the ACD stats on the interval level. This enables GCC and Operations to take action if there is a breach in service level and abandon rate and depending on call arrival patterns proactively engage operations and clients to mitigate the effects of failing KPIs (abandonment rate and service level) Provide Recommendations for OT / VTO/Meeting/ Training/Coaching time/ tapping of other support based on forecast/outlook and actual data – based on the requirement, i.e. call volume and staffing data Global Command Center will partner with operations if there is an opportunity to better manage the resources that we have depending on the call volume that we are receiving. Macros Preferably handled many accounts (total of 500-1000FTE’s) Knowledgeable with MS Excel, RTA Tools 9. Soft Skills Trainer: Communications Trainer Location: Eastwood Libis Responsibilities & Qualifications: To conduct the Customer Relations Management, Accent Neutralization, and English Proficiency program. Revise and make different essential call center training program module requirements. Required skill(s): Good communication skills, excellent presentation skills, good customer service orientation. Experience in Cable Provider (Dish Network) or in Tech Support is an advantage 10. Soft Skills Trainer: Voice and Accent Trainer Location: UP Ayala Technohub Responsibilities & Qualifications: Co-facilitates/facilitates new hire training for call center employees using effective training methods and techniques. Monitors, evaluates and reports on progress of Trainees to appropriate management. Conducts training needs analysis; module preparation, revision and review; coaching. Prepares and submits performance evaluation of trainees. Conducts calibration sessions with Recruitment and Operations. More than 1 to 2 years of SOLID TRAINING EXPERIENCE is required for this position. 1 year of which should be as a Process/ Product trainer in a call center/BPO industry. Experience in Cable Provider (Dish Network) or in Tech Support is an advantage 11. Reports Analyst / Business Analyst Location: Nuvali and Eastwood Responsibilities & Qualifications: Data preparation for strategic analysis and data mining, data cleansing / standardization, data roll-up to a common format, data enhancement, design and create reporting - dash boards, data trending, ad hoc reporting Candidate must possess at least a Bachelors/College Degree in any field. At least 1 year(s) of working experience in the related field is required for this position. Applicants should be Filipino citizens or hold relevant residence status. Preferably 1-4 Yrs. Experienced Employees specializing in Engineering - Industrial, Mathematics, data analysis, process improvement, marketing or equivalent. strong SQL programming skills and an advanced / expert user of MS Excel experience in producing and analyzing data reports including identifying trends supporting business decisions experience in using database in a marketing or business environment Applicants must be willing to work in Nuvali and Eastwood. 12. Helpdesk Specialist Location: 5 for Eastwood and 4 for UP Ayala Responsibilities & Qualifications: Answer inbound calls, emails & online tickets/forms Use troubleshooting guidelines and techniques to identify solutions resulting in first-call resolution Manage customer expectations and escalation of issues that are beyond the scope of support Log customer calls accurately, efficiently and using proper writing style Remain knowledgeable of client’s product line, service offerings, and requirements Exhibit knowledge and understanding of policies and procedures and the ability to determine course of actions based on given guidelines Maintain awareness of and compliance with all Concentrix personnel policies Achieve specified performance goals Minimum one year related experience Customer service orientation, ability to relate to callers and provide resolution to customers Excellent oral & written communication skills Aptitude to listen to caller’s description of problem; interpret, summarize and document interaction Strong interpersonal skills, ability to establish and maintain effective working relationships Ability to handle stressful situations and bond professionally with frustrated customers Ability to apply quality principles to work performed Time management and schedule adherence skills Internet and tech savvy Experience in Ecommerce environment would be an advantage Work schedule is shifting. This includes working graveyard, mid-day, and morning shifts. The schedule also includes holidays, weekends and may require Bachelor’s Degree 13. End User Support Location: UP Ayala, Ortigas, Nuvali, and Eastwood Responsibilities and Qualification: Candidates for EUS position should have extensive experience with desktop hardware, software applications (MS Office, etc.), operating systems and network connectivity. They must be customer-service oriented and proactive in anticipating and resolving problems while maximizing efficient use of computing resources. Must be a graduate of any computer-related field and 1-3 years experience in installing and supporting PC/Laptop hardware and software. Resources with similar work experience of more than 3 years but not an IT graduate can be considered. 14. Tax Manager Location: Eastwood Responsibilities & Qualifications: Deliver timely, accurate and reliable data to Corporate tax function Enable accurate and timely forecasting of the group tax rate and acceleration of tax reporting close Compile and present quarterly reporting Documentation and quantification of uncertain tax positions under FIN 48 Review of tax provisions Advising on bespoke tax planning Implementation of tax planning arrangements Succession Planning Remuneration packages Liaising with third party professionals including solicitors, other accountant, tax advisers and independent financial advisers Familiar with working within a corporate, commercial environment The ability to work well under pressure and deliver results Working knowledge of SAP and Hyperion to enable data extract and reconciliation Exposure to CorpTax or similar software desirable Experience of GAAP highly desirable Knowledge and experience on Philippine local (LGU) and national (BIR) taxes PEZA rules and regulations 15. Data Center Operation Analyst Location: UP Ayala, Eastwood, Ortigas Responsibilities and Qualifications: Should have experience in different structured cabling technology. Must be customer-service oriented and proactive in anticipating and resolving problems while maximizing efficient use of computing resources. Intermediate skills on networking and network topology concepts is a must. Must be a graduate of any computer-related field and 1-3 years experience in structural cabling projects. Resources with similar work experience of more than 3 years but not an IT graduate can be considered. 16. IT Security Analyst Location: UP Ayala, Eastwood, and Ortigas Responsibilities and Qualifications: Candidates need to be detail-oriented team players with good analytical skills. They must have the ability to multi-task and be able to adjust in a dynamic environment. Basic to intermediate understanding of all aspects of computer and network security including firewall, encryption, log analysis and network protocol is an advantage. Must be a graduate of any computer-related field and 1-3 years experience in Infosec disciplines and IT Audit/Risk Management. Resources with similar work experience of more than 3 years but not an IT graduate can be considered. Must be willing for UP Ayala Technohub, Ortigas, Eastwood sites 17. TALEO Associate and Specialist Location: Eastwood Responsibilities and Qualifications: Knowledgeable with TALEO software. 18. Ci-Sigma Manager Location: Responsibilities and Qualifications: Driving improvement initiatives that positively impact Client satisfaction & business profitability Identifying areas of improvement and facilitating improvement projects which can result in significant improvement in profitability Solving business problems through innovative & sustainable solutions thru Six Sigma DMAIC strategy and applicable Continuous Improvement and/or Delivery Excellence strategy and best practices. Identifying process gaps & automation opportunities Project managing improvement efforts across multiple locations and maintain consistency in effort & implementation Interfacing with leadership/clients and identifying opportunities for value Driving effective Change Management for a stable & consistent delivery – Zero surprise operations Train, mentor and certify Six Sigma Yellow belt and Greenbelt candidates. Good Leadership and communication skills top, bottom and across working effectively with colleagues and leaders across the organization. Self-motivated and with a good sense of self-discipline. Graduate of any 4 or 5 year course Six Sigma Black belt certified 6 years and above work experience in operations preferably in BPO/ Service Industry. 1 to 2 years work experience as a Continuous Improvement or Process/ Delivery or Operational Excellence or similar function. 19. PEZA Analyst Location: Eastwood Responsibilities and Qualifications: Prepare the company’s application for ITH validation of new projects, as well as for ITH extensions. Determine eligibility of company to apply for ITH extension. Prepare LOA requests for PEZA-reported assets (including but not limited to disposal, donation, and site to site transfer) Communicate PEZA approvals to concerned stakeholders (such as Planning, IT, RESO, asset management, logistics) Focal for all Importation / RTV Shipments (end-to-end) including International Courier Requests Coordinate with the Broker/Forwarder and monitor all incoming shipments. Process/furnish any supplemental document required by the Philippine Economic Zone Authority, Bureau of Customs and Other Government Agencies relating to importations ensure that there are no abandoned shipments and PEZA incentives are full utilized Update PEZA List of Importables Validate all outgoing shipments (for return to vendor/ replacement/repair only and not for reselling) Ensure compliance with Philippine Economic Zone Authority and Bureau of Customs regulations on exporting goods. Process payment for all logistics related charges, including monitoring and validating Geodis billings under Day 2 and non-Day 2 billings. Records Keeper for all logistics related documents particularly the Delivery Receipts and Shipping Documents Process Debit Authority for payment of Duties and Taxes Coordinate application/renewal of Customers Profile Registrations System (CPRS) and Surety Bond. Focal for the actual physical hauling of goods as approved by PEZA. Maintain good working relationships with various units in PEZA, BOC and with broker Other finance operation area that may be assigned 2-3 years of work experience At least Bachelor’s Degree With good working knowledge of PEZA and BOC rules and regulations` Highly organized with attention to details Good planning skills Good communication skills 20. Asset Custodian Location: Eastwood Responsibilities and Qualifications: Maintains, enforces, and enhances the asset management solution focused on confirming accurate and timely availability of asset information for operational use. Provides an interface to other service delivery planner Confirms that the asset register is populated with assets according to policy Performs daily operation and ensures day-to-day execution of the process. Confirms the standards and procedures are being followed. This includes asset cycle count. Acts as focal point for the process, communicate with clients, service providers, and management. Facilitates the resolution of issues with items not complying with the process Reviews asset discrepancies and action to be taken to correct variance with Asset management database records. Recommends and initiates end of life on high maintenance assets Attends weekly/monthly meeting for business updates Other tasks that may be assigned Graduate of IT related courses Fresh graduates can apply Agent Position: 1. Sales Inbound/Outbound (CSR / TSR) Location : Eastwood Preferrably with background in Sales Inbound / Outbound (6 months onward) Night Shift (10pm - 7am) Fixed Sat - Sun off Around P20k basic salary plus commission and incentive. Interested applicant/s may send your updated resume to: janina.santos@concentrix Kindly share this to your friends and colleagues.
Posted on: Mon, 29 Dec 2014 03:11:26 +0000
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