Join our world of possibilities...
TeleTech has become the premier name in Customer Management Solutions by targeting the needs of our global clients and delivering the services and people they need to succeed. We have more than 40,000 employees in over 80 customer management centers in key global locations. TeleTech is blossoming in the Philippines having supported the world's largest companies in the Philippines since 2001. Our passion for helping clients better serve their own customers is unequalled in the industry. We're looking for dynamic, service-focused people who share our high level of commitment.
VISAYAS - Business Communications Specialist
RESPONSIBILITIES:
- Business Process Feedback Coordination:
- Responsible for coordination of front-end business process impact assessment on behalf of the center and skill sets housed within
- Responsible for analysis of end-user feedback to make recommendations on proposed process feasibility and implementation
- Assesses current process challenges and recommends solutions to corporate communications mgr. and the client for the betterment of the business and end user
- Interacts with client regularly to understand process changes and provide feedback on initiatives implemented within their CMC
- Provides leadership through process changes occurring within both client initiatives and at the site level
- Coordinates evaluation of agent informational resources
- Updates CLT on current and upcoming communication initiatives
- As requested by client, requests reinforcement and coaching to client process and initiatives
- CMC matrix manager of gap analysis list for client related issues
- Business Communications:
- Site level management of ALL methods and procedures communications on all process, product, and procedural changes Includes client and TeleTech initiated
- Primary communications interface and point of contact between the corporate office and all employees within the site supporting client project.
- Communications interface between TeleTech corporate and CMC Coordinates site communication plan and responsible for ensuring site compliance and consistency, with corporate communications plan
- Represents client related communications at CLT level
- May own and/or assist corporate on global initiatives, which may include Client Communication Initiatives, Process Enhancement Initiatives, Budget, Community or Corporate Initiated Events as directed by corporate office and/or CMC director
- Coordinates client requested focus group activity at center level
- Community & Recognition:
- Coordinates CMC efforts to effectively represent the TeleTech name through community relations, community fundraising, and other community related events
- Coordination of Rings of Recognition program in CMC
- Coordinates CLT involvement and assigns tasks accordingly
- Owns and manages CMC Rings of Recognition budget as allocated by corporate
- Oversees all CMC ROR spending (point of approval)
REQUIREMENTS:
- BA/BS or equivalent experience
- Supervisory / Leadership experience
- Project Specific Experience
- Strong technical & analytical aptitude
- Call center communications experience
- Business impact and process analyst experience
- Excellent presentation skills and be able to address large group audiences
- Proficient with all applications within the MS Office Suite
- Excellent written and verbal communication skills
- Strong technical writing skills
- Methods & Procedures documentation experience
- Budget, and event planning experience
- Contest and recognition program implementation and development
- Understanding of web programming language applications helpful
- Project management experience
- Must be willing to work in Bacolod
- Applicants should be Filipino citizens or hold relevant residence status.
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