IT Service Delivery Analyst in Pasig City

IT Service Delivery Analyst
(National Capital Reg - Pasig City)

Requirements:
Bachelors degree in IT or equivalent experience
Microsoft, ITIL, HDI Certifications is a plus
Knowledge in T-SQL, Oracle is a plus
Windows NT4 and Windows 2000/2003 Server Administration using remote tools
Microsoft Exchange 2000, 2003, 2007 support skills
Working experience with managing Internet access (ISA server management)
Experience with the set up and troubleshooting of hardware and software on Intel based Windows computers in a business environment.
Applicants with Windows services management, security and NT/AD domain models, TCP/IP, Domain Name Resolution, MS Office Application Support, customer support experience are highly desired.
2 to 3 years experience in an IT Helpdesk role or an equivalent combination of education and experience.
Proven working knowledge of call tracking systems, remote operational software and other helpdesk tools. Experience of call centre technology is preferred.
Good verbal and written English communication skills.
Knowledge of other European languages (i.e. French, Italian, Spanish, German, etc.) is a plus

Personal Characteristics:

Candidates must possess excellent conceptual and analytical problem solving abilities and must be able to troubleshoot issues in remote locations where on-site technical support is minimal
Must have good verbal and written communication skills and be able to produce technical documentation
Must be details oriented, able to work and act independently or in a team
Timetable flexibility and initiative
Remote resolution of technical incidents reported by end users regarding:
o PC’s, laptops, printers, network connection, internet access, standard and client’s applications
o Standard and client’s software installation, configuration and update
o LAN and email support to end users
o User management, file access permission management
o Telecom Agent management
Provide phone and remote service assistance
Ensure all work is carried out and documented in accordance with required standards, methods and procedures
Execute maintenance activity according to the procedure, report status about the result, escalate any non-documented or non-standard issue
Maintain daily relationship with IT organizations and Business Customers
Escalate faults/query calls or trouble tickets to IT/Operations/Development Team/Service Delivery Second Line Support or Solution Delivery Development Teams and track until resolution

Transcom Asia
4th Flr. Transcom Center Bldg.,
Las Fiestas Rd. (beside Fun Ranch & Tiendesitas)
Fontera Verde Compound,
Pasig City, National Capital Reg 1600
Telephone: 702-2400 or 702-2447
email address: liza.oafericua@nucomm.net

Get Hired as Service Delivery Senior Analyst in Transcom Asia Pasig

SERVICE DELIVERY SENIOR ANALYST
(National Capital Reg - Pasig City)

Responsibilities:
 The Role

The Service Desk Senior Analyst’s role is to act as a Subject Matter Expert for First Line of Support staff and ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of Service Desk functions. The Service Desk Senior Analyst will also contribute to incident and problem resolution by giving in-person, hands-on support to end users at the desktop level.

Operational Management
 
• Ensure that Service Desk Team is providing first-class service support from initial client contact to closure. Ensure requests are received and handled in a professional manner and logged with sufficient information. Manage the processing of incoming calls to the Service Desk via both telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues.

• Manage day-to-day activities with Hands on approach, upholding the industry service standards and expectations to ensure that the team goals and SLA’s are met. Conduct daily shift and periodic meeting to make sure the team understands daily goals, task assignments, and important communications.

• Manage 2nd point of Escalations when SLA & End User Satisfaction fail. Act as a further escalation point for customers and internal IT Support teams.

• Takeover or assist a Service Desk Analyst with their ticket or calls when necessary. Provide floor support when available

Specific Roles

• As a Subject Matter Expert for First Line Support:

o Act as a knowledge/subject expert for specific areas of IT

o Manage Service Support Transition from IT Project or Service Owners to IT Service Desk Team

o Mentor Junior Service Delivery Analysts on the assigned specific areas of IT

o Prepare documentation and training materials for IT Service Delivery Team

o Determine & Recommend individual Service desk Analyst Areas of Improvement. Recommend training or coaching requirement

o Generate Reports in aid to review Trends and Pattern of Volume of tickets calls, emails and tickets/request.

• As a Major Incident Coordinator:

o Assist or take over investigation and resolution of Major Incidents from Junior Service Desk Analysts

o Manage and participate in Major Incident Conference Bridges or Tech Bridges

o Prepare Incident Report for Major Incidents

• As a Problem Coordinator:

o Review Trends, patterns and history of tickets. Recommend Tickets which requires creation of proactive problem tickets

o Coordinate with Tier 2 Techs, 3rd Party Support, about gathering of info and searching for Root Cause for a problem

o Prepare and Update Known Error Database & Troubleshooting Guides once a Problem has been resolved

• As an IT QA Analyst:

o Assist in setting Targets and KPI for Junior Service Desk Analysts

o Review Ticket History, determine areas of improvement, acknowledge positive actions done

o Research and recommend industry standard practices to meet a world class service.

• As IT Business Engagement Coordinator & Relationship Coordinator:

o Coordinate Configuration Change Schedules

o Attend to or manage Operations periodic touch point meeting, to make sure Service Desk is still meeting the SLAs and review areas of improvement

o Review Survey Feedback, conduct investigation and coaching for any negative feedback, and recognize for those given by a positive feedback.

Requirements:
Education:
 
• College diploma or university degree in the field of computer science and/or 3 years equivalent work experience.
• Certifications in ITIL, COBIT or HDI

IT Knowledge & Experience:
• Deep-seated experience with desktop and server operating systems, including MS Windows 2003, XP, MS Terminal Services
• Extensive application support experience with Citrix Metaframe Servers, Avaya Telephony System and knowledge of programming languages, including ADSI Scripting, SQL.
• Working knowledge of a range of diagnostic utilities, including Network Monitoring Systems, Active Directory Tools, etc
• Demonstrated progressive / 3 years experience in the management of a technical support team.
• Proven track record of developing and providing Service Level Agreements and Service Desk deliverables.
• 3 years previous experience in customer service and service desk management
• 3 years previous experience in managing a client service oriented team

 
Personal Characteristics

• Strong customer service orientation.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Strong interpersonal and oral communication skills.

 
Transcom Center Bldg.

Transcom Asia 4th Flr.
Las Fiestas Rd. (beside Fun Ranch & Tiendesitas)
Frontera Verde Compound, Pasig City
National Capital Reg 1600
Telephone: 702-2400 or 702-2447
email address: liza.oafericua@nucomm.net

Transcom Asia Pasig Jobs - Outbound Call Center Agent

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.

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.

Outbound Call Center Agent
(National Capital Reg - Pasig City)

Requirements:

• Candidate must possess at least a Vocational Diploma / incoming 3rd year Bachelor’s/College Degree in any field.
• Required language(s): English.
• At least 1 year(s) of working experience in the related field is an advantage.
• Applicants must be willing to work in Pasig City.
• Applicants should be Filipino citizens or hold relevant residence status.
• Only Full-Time positions are available.
• Applicants must be shift flexible.
• CSR’s main task is to offer full range of customer service to assigned Employer’s Clients, by phone, fax, or mail/e-mail. Full range of customer service includes handling of incoming calls and outgoing calls (including sales calls). The offered customer service should be of highest quality - accurate, polite, and competent.
• CSR’s work duties can as well include data input to Clients’ programs and other back office tasks. The BO tasks should be made on first opportunity, precisely, without mistakes.
• Additional responsibilities may be added as the needs of the business change and expand:
• Understand, meet, and exceed targets set by your TL for different clients/projects.
• Meet or exceed all attendance minimums.

Transcom Asia
4th Flr. Transcom Center Bldg.,
Las Fiestas Rd. (beside Fun Ranch & Tiendesitas)
Fontera Verde Compound,
Pasig City,
National Capital Reg 1600
Telephone: 702-2400 or 702-2447 ext # 38011, 38113, 38116, 38019, 38015 or 38114
email address: melodie.segundo@transcom.com

Transcom Asia : Operations Supervisor/Team Leader

Transcom Asia PhilippinesTeam Leader / Operations Supervisor
(National Capital Reg - Pasig City)

Responsibilities:

    * The successful incumbent will support, motivate and develop Tele-Service Representatives so that all TSR’s have the opportunity and capability to meet campaign minimums. You must be certified and understand client campaign objectives and be able to communicate these objectives and minimum expectations to individuals within the campaign. You will help to grow and nurture the culture of the Manila office. You will be the advocate for the TSR’s (everything you do is for the purpose of building successful TSR’s). In this role, you will be the TSR’s first-line of campaign specific information and a campaign expert. You will also provide updates to the Call Centre Manager for client feedback. You will understand how your role as EPS impacts NuComm’s Business Model. In this role, you will report directly to the Call Centre Manager in Manila.

    * An aptitude to handle change in a fast paced dynamic environment
    * An ability to take ownership of timelines and do the appropriate follow-ups
    * Excellent organizational, interpersonal and communication skills
    * Flexible and positive attitude
    * Strong call anatomy skills
    * Strong sales skills with a proven track record
    * Must have the ability to coach and motivate staff
    * Lead by example when speaking to internal and external customers
    * Results oriented with a proven track record
    * Must be fully shift flexible

Requirements:

    * Candidate must possess at least a Bachelor’s/College Degree in Business Studies/Administration/Management or equivalent.
    * Required language(s): English.
    * At least 1 year(s) of working experience in the related field is required for this position.
    * Applicants must be willing to work in Pasig City.
    * Applicants should be Filipino citizens or hold relevant residence status.
    * Preferably supervisor / 5 yrs & up experienced employees.
    * Full-Time positions available.
    * The successful incumbent will support, motivate and develop Tele-Service Representatives so that all TSR’s have the opportunity and capability to meet campaign minimums. You must be certified and understand client campaign objectives and be able to communicate these objectives and minimum expectations to individuals within the campaign. You will help to grow and nurture the culture of the Manila office. You will be the advocate for the TSR’s (everything you do is for the purpose of building successful TSR’s). In this role, you will be the TSR’s first-line of campaign specific information and a campaign expert. You will also provide updates to the Call Centre Manager for client feedback. You will understand how your role as EPS impacts NuComm’s Business Model. In this role, you will report directly to the Call Centre Manager in Manila.

    * An aptitude to handle change in a fast paced dynamic environment
    * An ability to take ownership of timelines and do the appropriate follow-ups
    * Excellent organizational, interpersonal and communication skills
    * Flexible and positive attitude
    * Strong call anatomy skills
    * Strong sales skills with a proven track record
    * Must have the ability to coach and motivate staff
    * Lead by example when speaking to internal and external customers
    * Results oriented with a proven track record
    * Must be fully shift flexible

Transcom Asia
4th Flr. Transcom Center Bldg.,
Las Fiestas Rd. Fontera Verde Compound,
Pasig City,
National Capital Reg 1600
Telephone: 702-2400 Ext: 38115 or 38112
email: hrmnl@nucomm.net

Transcom Jobs Philippines

Transcom Jobs Philippines:Spanish Quality Assurance Analyst
(National Capital Reg - Pasig City)

Responsibilities:

    * •Define sub drivers and root cause of call monitoring and CSAT (where applicable document, and message accordingly.
    * •Document weekly recommendations to Operations Managers / Team leaders (e.g. Top 3/Bottom 3 Identifiers per campaign).
    * •Schedule and attend weekly meetings with Account Management team to discuss campaign strengths and opportunities
    * •Provide at least 3 weekly test questions to Account Management team
    * •Provide weekly report as requested or required to Operations (OM/TLteams).
    * •Audit QAS accuracy and effectiveness on call reviews
    * •Ensure client requirements are met for monitoring
    * •Communicate with QAS team on respective campaigns
    * •Communicate and assist with the training needs for all newly hired Quality Assurance Specialists
    * •Perform 2 audits per QAS per week through the Generic Web Application
    * •Hold Bi-Weekly meetings with the Quality Assurance Specialist Team, and keep minutes in the Quality System folders
    * •Hold weekly calibration calls with members of operations
    * •Complete calibration requests within 72 business hours of being assigned
    * •Facilitate or participate in at least one calibration session with operations on a weekly basis
    * •Communicate progress on client voice auditing targets on a weekly basis to the Quality Assurance Manager

Requirements:

    * Candidate must possess at least a Bachelor’s/College Degree or Post Graduate Diploma
    * Required language(s): Spanish and English.
    * At least 1 year(s) of working experience as Quality Assurance Pecialist / Analyst.
    * Applicants must be willing to work in Pasig City.
    * Applicants should be Filipino citizens or hold relevant residence status.
    * Full-Time positions available.

Transcom Asia
4th Flr. Transcom Center Bldg. (across Tiendesitas),
Las Fiestas Rd. Fontera Verde Compound,
Pasig City,
National Capital Reg 1600
Telephone: 702-2400 ext 38112 or 38115
email: hrmnl@nucomm.net

Transcom Asia - Team Leader / Operations Supervisor

Transcom Asia PhilippinesTeam Leader / Operations Supervisor
(National Capital Reg - Pasig City)

Responsibilities:

    * The successful incumbent will support, motivate and develop Tele-Service Representatives so that all TSR’s have the opportunity and capability to meet campaign minimums. You must be certified and understand client campaign objectives and be able to communicate these objectives and minimum expectations to individuals within the campaign. You will help to grow and nurture the culture of the Manila office. You will be the advocate for the TSR’s (everything you do is for the purpose of building successful TSR’s). In this role, you will be the TSR’s first-line of campaign specific information and a campaign expert. You will also provide updates to the Call Centre Manager for client feedback. You will understand how your role as EPS impacts NuComm’s Business Model. In this role, you will report directly to the Call Centre Manager in Manila.

    * An aptitude to handle change in a fast paced dynamic environment
    * An ability to take ownership of timelines and do the appropriate follow-ups
    * Excellent organizational, interpersonal and communication skills
    * Flexible and positive attitude
    * Strong call anatomy skills
    * Strong sales skills with a proven track record
    * Must have the ability to coach and motivate staff
    * Lead by example when speaking to internal and external customers
    * Results oriented with a proven track record
    * Must be fully shift flexible

Requirements:

    * Candidate must possess at least a Bachelor’s/College Degree in Business Studies/Administration/Management or equivalent.
    * Required language(s): English.
    * At least 1 year(s) of working experience in the related field is required for this position.
    * Applicants must be willing to work in Pasig City.
    * Applicants should be Filipino citizens or hold relevant residence status.
    * Preferably supervisor / 5 yrs & up experienced employees.
    * Full-Time positions available.
    * The successful incumbent will support, motivate and develop Tele-Service Representatives so that all TSR’s have the opportunity and capability to meet campaign minimums. You must be certified and understand client campaign objectives and be able to communicate these objectives and minimum expectations to individuals within the campaign. You will help to grow and nurture the culture of the Manila office. You will be the advocate for the TSR’s (everything you do is for the purpose of building successful TSR’s). In this role, you will be the TSR’s first-line of campaign specific information and a campaign expert. You will also provide updates to the Call Centre Manager for client feedback. You will understand how your role as EPS impacts NuComm’s Business Model. In this role, you will report directly to the Call Centre Manager in Manila.

    * An aptitude to handle change in a fast paced dynamic environment
    * An ability to take ownership of timelines and do the appropriate follow-ups
    * Excellent organizational, interpersonal and communication skills
    * Flexible and positive attitude
    * Strong call anatomy skills
    * Strong sales skills with a proven track record
    * Must have the ability to coach and motivate staff
    * Lead by example when speaking to internal and external customers
    * Results oriented with a proven track record
    * Must be fully shift flexible

Transcom Asia
4th Flr. Transcom Center Bldg.,
Las Fiestas Rd. Fontera Verde Compound,
Pasig City,
National Capital Reg 1600
Telephone: 702-2400 Ext: 38115 or 38112
email: hrmnl@nucomm.net 

Read more updated Transcom Asia Jobs: Click me!

Transcom Philippines - Call Centre Manager for Operations

Transcom Asia PhilippinesCall Centre Manager for Operations
(National Capital Reg - Pasig City)

Responsibilities:

    * The successful incumbent will have a shared responsibility for the success of NuComm International Philippine’s 24X7 operation.
    * You will support, motivate and coach Employee Performance Supervisors so that all Tele-Service Representatives (TSR) have the opportunity and capability to meet and exceed campaign minimums.
    * You will help to establish, grow and nurture the culture of the Manila office.
    * You will be the advocate for the EPS.
    * You must understand client campaign objectives and be able to communicate these objectives and minimum expectations to individuals within the campaign.
    * In this role, you will ensure we are consistently meeting client specifications.
    * You will understand how your role as Call Centre Manager impacts NuComm’s Business Model. Effective management of business practices (ISO and NuComm’s Business Model) to ensure the quality customer management and high employee morale is essential.
    * In this role, you will report directly to the Director of Call Centre Operations.

Requirements:

    * Candidate must possess at least a Bachelor’s/College Degree in any field.
    * Minimum of 2 years management experience preferably in the call center or outsourcing industry.
    * Minimum 5 years experience in a customer service environment.
    * Must successfully complete the Call Centre Management Certification course within six months of accepting the position.
    * An aptitude to handle change in a fast paced dynamic environment.
    * An ability to motivate and coach staff and manage client expectations.
    * Superior ability to build relationships and promote an environment focused on team development and continuous improvement.
    * An ability to take ownership of timelines and do the appropriate follow-ups.
    * Lead by example when speaking to internal and external customers.
    * Proven sales and customer service skills.
    * Excellent organizational, interpersonal and communication skills.
    * An ability to enhance consistency/communication within a centre of different targets/processes.
    * Excellent computer skills - Word, Excel & Internet.
    * Thorough understanding of reporting, trend analysis and project management.
    * Flexible and positive attitude.
    * Applicants must be willing to work in Pasig City.
    * Applicants should be Filipino citizens or hold relevant residence status.
    * Full-Time position available.

Transcom Asia
4th Flr. Transcom Center Bldg.,
Las Fiestas Rd. Fontera Verde Compound,
Pasig City,
National Capital Reg 1600
Telephone: 702-2447 or 702-2400 ext. 38115/38112

More transcom Asia jobs at www.jobs.flippside.com

Transcom Asia - Quality Assurance Specialist

Transcom AsiaQuality Assurance Specialist
(National Capital Reg - Pasig City)

Responsibilities:

    * The primary purpose for this position is to monitor, listen, record and evaluate Customer Services Representatives’ phone calls according to the defined rules and processes. To improve customer satisfaction and to act proactively by providing instant feedback to the Supervisors regarding the Customer Service Representatives.
    * The successful incumbent will provide feedback and recommendations for campaign process improvements and to facilitate improvements in call quality.
    * The selected candidate will be responsible for: escalating defined issues via the Quality Escalation Tandim, conducting oneself in a positive and professional manner and continuously striving to improve effectiveness, efficiency and add value to NuComm as a whole.

    * Key Result Areas:
    * Ensuring Customer Services Representatives are evaluated and an instant feedback is given so the mistake is not repeated or recognition for success is provided.
    * Keeping up with the pace of change by researching the latest products and software.
    * Listening and evaluating Customer Services Representatives’ phone calls in regular times every week.
    * Entering phone calls and evaluating results to database by using the relevant program(s).

Requirements:

    * Candidate must possess at least a Bachelor’s/College Degree in any field.
    * Required language(s): English.
    * Applicants must be willing to work in Pasig City.
    * Applicants should be Filipino citizens or hold relevant residence status.
    * At least 1 year of working experience as CSR / QA Specialist in the call center environment is required for this position.
    * Full-Time positions available.
    * Knowledge, Skills, and Experience:
    * Advanced level of computer literacy on HW and SW
    * Excellent written and oral command of required languages
    * Technical Call Center experience
    * Excellent telephone manner and communications skills
    * Knowledge on training needs analysis and content development
    * Desirable - Able to work in different shifts within 7 days/24 hours service time.
    * The primary purpose for this position is to monitor, listen, record and evaluate Customer Services Representatives’ phone calls according to the defined rules and processes. To improve customer satisfaction and to act proactively by providing instant feedback to the Supervisors regarding the Customer Service Representatives.
    * The successful incumbent will provide feedback and recommendations for campaign process improvements and to facilitate improvements in call quality.
    * The selected candidate will be responsible for: escalating defined issues via the Quality Escalation Tandim, conducting oneself in a positive and professional manner and continuously striving to improve effectiveness, efficiency and add value to NuComm as a whole.

    * Key Result Areas:
    * Ensuring Customer Services Representatives are evaluated and an instant feedback is given so the mistake is not repeated or recognition for success is provided.
    * Keeping up with the pace of change by researching the latest products and software.
    * Listening and evaluating Customer Services Representatives’ phone calls in regular times every week.
    * Entering phone calls and evaluating results to database by using the relevant program(s).

Transcom Asia
4th Flr. Transcom Center Bldg. (across Tiendesitas),
Las Fiestas Rd. Frontera Verde Compound,
Pasig City,
National Capital Reg 1600
Telephone: 702-2447 or 702-2400 Ext: 38112/38115 

Transcom Worldwide - Transcom Asia

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:

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.

for more info and  new update jobs about Transcom Asia click me .

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