Transcom Worldwide is a rapidly expanding Customer Relationship (CRM) solution provider, with more than 70 service centers employing more than 20,000 people delivering services in 29 countries. The company provides CRM solutions to clients in a wide range of industry sectors including telecommunications and e-commerce, travel and tourism, retail, financial services and utilities. Transcom offers clients a broad array of relationship management services including among others: inbound customer service, outbound telemarketing, debt collection and credit management services, outsourcing of administrative tasks, contract automation and legal services. Client programs are tailor-made and range from single applications to complex programs which are offered on a country specific or international basis in up to 33 languages. More information can be found on www.transcom.com.

Transcom's 5 Key Values:

1. Honesty - Is critical in everything we do. Being an open book. It is from Honesty that trust and Loyalty are built.

2. Fun - Means enjoying the work we do, enjoying the team spirit, enjoying the daily contact with our clients. When there is no fun, there cannot be lasting commitment.

3. Passion - Implies enthusiasm, commitment, energy and pride in our work. Passion dictates what we "put in" to life and normally what people "put in" will balance what they get out.

4. Innovation - Means creativity, finding solutions where others see barriers. An open mind creates opportunities, overcomes challenges...

5. Excellence - Means standing out, striving for perfection in everything we do. It implies examining, improving, reinventing.

Combined with operational excellence and cutting-edge technology, this philosophy has helped drive Transcom to a leadership position within the contact center industry and consistently deliver breakthrough performance for its clients.

Responsibilities:


This position requires effective leadership and efficient management skills for the following key focus areas:

Communication
• Ensuring regular call calibration sessions as agreed.
• Reporting quality scoring internally and externally at agreed frequencies (upon requests).
• Escalating quality deficiencies to Contact Centre Management.
• Working closely with external Quality Measurement Vendor ensuring that quality improvement steps are initiated and that improvements are ongoing.
• Attending internal local meeting (staff or with other department).

Training
• Following training and development guidelines as defined by the company.
• Planning Training and requiring the Scheduler to schedule training sessions.
• Developing and ensuring the correct creation of all training materials for CSRs and Team Leaders.
• Collecting information related to product knowledge and developing training modules. Ensuring that the Product Supervisor will be responsible to give the training and follow-up.
• Delivering training (refreshers, new projects, new products etc) to all agents as required, following standard Transcom development plan and supported by Product Supervisor.
• Following up training
• Setting up and implementing training follow-ups with Team Leaders and Product Supervisors following standard Transcom follow-up plans after all training is completed.
• Training the Team Leaders following the Transcom Train-the-Trainer module, and ensuring the principles taught are being applied by Team Leaders in training units that they conduct.
• Ensuring that “training supply” meets “training demand” to maintain quality level, through the range and quantity of trainings.
• Continuously reviewing procedures and implementing improvements with feedback to Corporate Governance. Smooth transition to quality improvement.

Quality
• Training of the Team Leaders in monitoring skills (observation of specific behaviours + evaluation).
• Calibrating with Team Leaders, Product Supervisors, Business Managers, client and external Quality Measurement Vendors at regular intervals, monitoring transactions and analysing Team Leaders transaction monitoring results.
• Setting targets for CSRs with Team Leaders' and Product Supervisors according to differentiation of CSR’s skills,.
• Defining and designing action plans for quality improvement together with clients, Team Leaders, Business Managers and external Quality Measurement Vendors.
• Ensuring through follow-up that action plan objectives such as feedback quality. performance results, coaching, follow up and consequence (PDP, action plan) have been met,
• Using the daily Group Report as an extended means to review performance of the team/agents.
• Using standard calculation and metrics for reporting. Being proactive in analysing and reporting results, ensuring that reported results are correct and making corrections as appropriate; reviewing sample targets.
• Understanding and supporting clients and company needs and requirements for Quality Improvement.
• Attending specific product meetings with clients as required, or any other external local meeting (e.g. overflow).
• Mastering Quality Centre (scoring sheet, volume, report etc…).

Requirements:

• Candidate must possess at least a Bachelor's/College Degree in any field.
• Required skills: Training and Quality Project Management.
• Required language(s): English.
• At least 2 years of working experience as Call Center Training and Quality Manager is required for this position.
• An aptitude to handle change in a fast paced dynamic environment
• Flexible and positive attitude
• Results oriented with a proven track record
• Excellent attention to detail
• Excellent interpersonal and communication (verbal and written) skills to foster an atmosphere of teamwork, professionalism, and respect
• Strong analytical and problem solving skills
• Proven leadership skills. Must possess an aptitude for statistical analysis, producing reports, and summarizing data into concise reports
• Applicants should be Filipino citizens or hold relevant residence status.
• 3 Full-Time positions available.