Advertised on 15-02-13 | Application deadline on 16-04-13

Transcom



 

Overview
Every day our 24,000 employees handle over 600,000 customer contacts in 33 languages for more than 350 clients. Our clients are leaders in some of today’s most competitive industries, including all five of the world’s biggest banks (ranked by asset value), and three of the world’s five largest mobile phone networks. Our experience is used to constantly refine our service portfolio and processes and delivery, allowing us to respond quickly to changing market conditions and client requirements.

Why Join Us?
Our goal is that every employee becomes their own best motivator, and that management’s role in this area is to foster a culture of motivation that is effective in the long term. Finding the right triggers to motivate the staff is crucial, especially in a company with such an enormous diversity of cultures. We believe in being sensitive to employees’ perspective of what motivation is, and being close enough to our employees to be aware of the mood in the various departments.
Transcom is constantly growing, creating more positions and career possibilities. Through our coaching, appraisals, and career path opportunities, we allow and motivate our employees to gain competence, develop, and like what they do.
While our services are designed to maximize revenue, our delivery operations are built to drive efficiency. Through our global network we can provide service in any country where our clients have customers, accessing the most appropriate skills and deploying the best communication channels in the most cost-effective locations.

Cultures and Values

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 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.

Language Proficiency Specialist (ILOILO)
Western Visayas - Iloilo City

Responsibilities:
  • Assists recruitment in the assessment of English LP skills to ensure minimum requirements are met
  • The Product Specialist is responsible for the development , delivery and evaluation of Language Proficiency training.
  • LP Specialist is to monitor, listen, record and evaluate agent phone calls according to the defined rules and processes for LP within Transcom.  To improve customer satisfaction and to act proactively by providing feedback to Operations regarding agent performance and language skills
  • The LP Specialist will ensure the required number for audits is completed and the feedback provided to Operations is complete and accurate.
  • The LP Specialist also validates customer comments in CSAT reports (where applicable) through reviews and audits, and provides feedback and recommendations to Operations.
  • Review and communicate any gaps in LP skills discovered through the auditing process
  • responsible for providing observations and recommendations, and investigating trends for the campaign.
  • Update tracking of agent language proficiency-related drivers on CSAT reports
  • Responsible for driving agent performance/ communication skills through coaching, using the Did Well Coaching Philosophy
Other Responsibilities:
Training
  • Following training and development guidelines as defined by the company.
  • Planning training (under Product Supervisor supervision).
  • Developing and ensuring update and accuracy of LP training materials.
  •  Delivering LP training as required, ensuring equipment and logistics are available and updated before training sessions.
  • Creating, correcting and analysing test results
  • Understanding and supporting clients and company needs and requirements for Quality Improvement.
 
Auditing
 
  • Completing 30, 60 and 90 day audits on newly certified employees
  • Conducting random audits on all agents on the floor in any of the Philippine centres
  • Coach agents on their audited calls.
  • Directing coaching sessions with agents in the Did Well format
  • Ensuring thorough follow-up that action plan objectives have been met, feedback quality and performances results, coaching, follow up and consequence (PDP, action plan).
  • Understanding and supporting clients and company needs and requirements for Quality Improvement.
 


Requirements:
  • Candidate must possess at least a Bachelor's/College Degree , any field.
  • At least 1 year(s) of working experience in the related field is required for this position.
  • Applicants must be willing to work in Iloilo City.
  • Preferably 1-4 Yrs Experienced Employees specializing in Training & Development or equivalent.
  • Full-Time position(s) available.


Transcom Asia
 
 
Transcom Iloilo
2/F Amigo Mall
Corner Iznart-Delgado Streets,
Iloilo City 5000
Phone Number: (033) 509 2061
 
Applicants must prepare the ff: pre-employment process:
1. Proof of SS number (e.g E1 form, SS ID)
2. Proof of Tax Identification Number (e.g Latest ITR, TIN ID)
3. NBI Clearance
4. NSO Birth Certificate
 



 Non-member
 



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Transcom