1,478 Call Center Management jobs in the Philippines

**Introduction**
The Contact Center (RPO) is a recruitment contact center staff that supports live calls, emails, chats, and web-based requests. This team is committed to delivering efficient, knowledgeable, and supportive customer service by means of established methods and innovative approaches. Helpdesk Coordinators will interact with customers through a variety contact medium and respond to a wide range of inquiries.
**Your role and responsibilities**
* Resolve customer inquiries through multiple contact mediums.
* Assisting Hiring Managers, applicants, candidates, client employees, recruitment staff, and other stake holders.
* Demonstrate exceptional customer service skills and emotional intelligence.
* Availability to work any shift.
* Use critical thinking skills to independently assess and resolve situations.
* Communicate clearly in English - both verbal and written communication.
* Handle a minimum of 50+ calls a day, in addition to managing a workload from other contact mediums.
* Simultaneously use phones, contact center software and other contact mediums.
* Identify potential issues of risk to the client and recruitment. Determine escalation routes when appropriate.
* Work with internal and external stakeholders to ensure proper customer service is being delivered.
* Deliver on a multitude of services - including application assistance, status of application requests, employee referral requests, requisition creation, password resets and similar services.
* Act as a company gatekeeper and liaison to recruitment process.
* Adherence and knowledge of IBM and client policies, procedures and recruitment process.
* Some reporting may be required.
* Perform other miscellaneous duties as required by the management.
* Resolve internal and external candidate's inquiries through multiple contact mediums (phone, chat, internal cases, and email).
* Assist hiring managers and recruitment staff to create and/or modify job requisitions.
* Assist current and former employees to fulfill their HR needs.
**Required technical and professional expertise**
* At least 3 to 6 months in Customer Service or an office environment role using the telephone and computer as the primary instrument to perform your job duties
* At least 3 to 6 months experience in Human Resource and/or Staffing
* In-depth computer knowledge and working proficiency in Word, Excel, and Outlook
* Communicate Effectively and Consistently
* Willingness to work nightshift on site
IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

**Introduction**
The Contact Center (RPO) is a recruitment contact center staff that supports live calls, emails, chats, and web-based requests. This team is committed to delivering efficient, knowledgeable, and supportive customer service by means of established methods and innovative approaches. Helpdesk Coordinators will interact with customers through a variety contact medium and respond to a wide range of inquiries.
**Your role and responsibilities**
* Resolve customer inquiries through multiple contact mediums.
* Assisting Hiring Managers, applicants, candidates, client employees, recruitment staff, and other stake holders.
* Demonstrate exceptional customer service skills and emotional intelligence.
* Availability to work any shift.
* Use critical thinking skills to independently assess and resolve situations.
* Communicate clearly in English - both verbal and written communication.
* Handle a minimum of 50+ calls a day, in addition to managing a workload from other contact mediums.
* Simultaneously use phones, contact center software and other contact mediums.
* Identify potential issues of risk to the client and recruitment. Determine escalation routes when appropriate.
* Work with internal and external stakeholders to ensure proper customer service is being delivered.
* Deliver on a multitude of services - including application assistance, status of application requests, employee referral requests, requisition creation, password resets and similar services.
* Act as a company gatekeeper and liaison to recruitment process.
* Adherence and knowledge of IBM and client policies, procedures and recruitment process.
* Some reporting may be required.
* Perform other miscellaneous duties as required by the management.
* Resolve internal and external candidate's inquiries through multiple contact mediums (phone, chat, internal cases, and email).
* Assist hiring managers and recruitment staff to create and/or modify job requisitions.
* Assist current and former employees to fulfill their HR needs.
**Required technical and professional expertise**
* At least 3 to 6 months in Customer Service or an office environment role using the telephone and computer as the primary instrument to perform your job duties
* At least 3 to 6 months experience in Human Resource and/or Staffing
* In-depth computer knowledge and working proficiency in Word, Excel, and Outlook
* Communicate Effectively and Consistently
* Willingness to work nightshift on site
IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

**Introduction**
The Contact Center (RPO) is a recruitment contact center staff that supports live calls, emails, chats, and web-based requests. This team is committed to delivering efficient, knowledgeable, and supportive customer service by means of established methods and innovative approaches. Helpdesk Coordinators will interact with customers through a variety contact medium and respond to a wide range of inquiries.
**Your role and responsibilities**
* Resolve customer inquiries through multiple contact mediums.
* Assisting Hiring Managers, applicants, candidates, client employees, recruitment staff, and other stake holders.
* Demonstrate exceptional customer service skills and emotional intelligence.
* Availability to work any shift.
* Use critical thinking skills to independently assess and resolve situations.
* Communicate clearly in English - both verbal and written communication.
* Handle a minimum of 50+ calls a day, in addition to managing a workload from other contact mediums.
* Simultaneously use phones, contact center software and other contact mediums.
* Identify potential issues of risk to the client and recruitment. Determine escalation routes when appropriate.
* Work with internal and external stakeholders to ensure proper customer service is being delivered.
* Deliver on a multitude of services - including application assistance, status of application requests, employee referral requests, requisition creation, password resets and similar services.
* Act as a company gatekeeper and liaison to recruitment process.
* Adherence and knowledge of IBM and client policies, procedures and recruitment process.
* Some reporting may be required.
* Perform other miscellaneous duties as required by the management.
* Resolve internal and external candidate's inquiries through multiple contact mediums (phone, chat, internal cases, and email).
* Assist hiring managers and recruitment staff to create and/or modify job requisitions.
* Assist current and former employees to fulfill their HR needs.
**Required technical and professional expertise**
* At least 3 to 6 months in Customer Service or an office environment role using the telephone and computer as the primary instrument to perform your job duties
* At least 3 to 6 months experience in Human Resource and/or Staffing
* In-depth computer knowledge and working proficiency in Word, Excel, and Outlook
* Communicate Effectively and Consistently
* Willingness to work nightshift on site
IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

**Introduction**
The Contact Center (RPO) is a recruitment contact center staff that supports live calls, emails, chats, and web-based requests. This team is committed to delivering efficient, knowledgeable, and supportive customer service by means of established methods and innovative approaches. Helpdesk Coordinators will interact with customers through a variety contact medium and respond to a wide range of inquiries.
**Your role and responsibilities**
* Resolve customer inquiries through multiple contact mediums.
* Assisting Hiring Managers, applicants, candidates, client employees, recruitment staff, and other stake holders.
* Demonstrate exceptional customer service skills and emotional intelligence.
* Availability to work any shift.
* Use critical thinking skills to independently assess and resolve situations.
* Communicate clearly in English - both verbal and written communication.
* Handle a minimum of 50+ calls a day, in addition to managing a workload from other contact mediums.
* Simultaneously use phones, contact center software and other contact mediums.
* Identify potential issues of risk to the client and recruitment. Determine escalation routes when appropriate.
* Work with internal and external stakeholders to ensure proper customer service is being delivered.
* Deliver on a multitude of services - including application assistance, status of application requests, employee referral requests, requisition creation, password resets and similar services.
* Act as a company gatekeeper and liaison to recruitment process.
* Adherence and knowledge of IBM and client policies, procedures and recruitment process.
* Some reporting may be required.
* Perform other miscellaneous duties as required by the management.
* Resolve internal and external candidate's inquiries through multiple contact mediums (phone, chat, internal cases, and email).
* Assist hiring managers and recruitment staff to create and/or modify job requisitions.
* Assist current and former employees to fulfill their HR needs.
**Required technical and professional expertise**
* At least 3 to 6 months in Customer Service or an office environment role using the telephone and computer as the primary instrument to perform your job duties
* At least 3 to 6 months experience in Human Resource and/or Staffing
* In-depth computer knowledge and working proficiency in Word, Excel, and Outlook
* Communicate Effectively and Consistently
* Willingness to work nightshift on site
IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

**POSITION SNAPSHOT**
Location: Open slots for Meycauayan, Bulacan, PH
Company: Nestlé Business Services
Full-time
Bachelor's Degree
**Position Summary**
Joining Nestlé means you are joining the largest food and beverage company in the world. At our very core, we are a human environment - passionate people driven by the purpose of enhancing the quality of life and contributing to a healthier future.
Our Team in Nestlé Business Services is in charge of delivering world class business support to our colleagues and clients in Nestlé globally. We are committed to deliver with passion, reliability, innovation, discipline and excellence. Are you ready to join us?
**A day in the life.**
The Contact Center Supervisor will be accountable for the overall operational excellence and delivery of Nestle Health Science Contact Center. Manage the staff of the contact center while putting a focus on training and monitoring the production of colleagues. Furthermore, the position entails conducting performance reviews with colleagues, as well as managing call escalation via the Manager's Queue.
+ Driving service and solution evolution and developing expertise, cross-functional alignment (MSE, Market, Function, GMB, Zone, Agency, NGBS) as an extension of the solution lead. Leading implementation of new ways of working across centers for specific projects or service lines.
+ Managing relationships with key business partners in the market, business or HQ. Ensuring partner expectations are met and exceeded through service orientation, Total Service Quality etc.
+ Process management. Direct daily operations of the Telesales/ECommerce/Customer Service Colleagues; act as senior management representative while running the shift. Ensure superior customer service is delivered.
+ Offer techniques to agents for upselling and cross-selling products in both inbound sales and customer service calls. Provide guidance to agents for directing and handling escalations via phone, e-mail or chat. Help with resolving customer inquiries, including taking customer escalations using tact and diplomacy to de-escalate calls.
+ People management, coaching, mentoring. People development. Objective setting and alignment with OMP. Control/feedback/recognition of objective achievement.
+ Staffing/Recruitment. Talent management.
+ Aligning and implementing needed actions supporting planned transitions and inflows. Creating proposals for scope increase and ensuring social/digital best practices are included.
**What Will Make You Successful**
+ University Degree (eg. marketing, business studies, communications, journalism, media studies, psychology) required.
+ At least 4 years of experience working in a contact center environment, preferably with 2 years in a lead role in telesales and customer service
+ Day-to-day supervisory support in a contact center/ACD environment including service levels and individual employee performance.
+ Coaching and providing performance feedback to associates.
+ Strong knowledge of contact center systems, policies, and procedures.
+ Open to shifting schedules

**Introduction**
The Contact Center (RPO) is a recruitment contact center staff that supports live calls, emails, chats, and web-based requests. This team is committed to delivering efficient, knowledgeable, and supportive customer service by means of established methods and innovative approaches. Helpdesk Coordinators will interact with customers through a variety contact medium and respond to a wide range of inquiries.
**Your role and responsibilities**
* Resolve customer inquiries through multiple contact mediums.
* Assisting Hiring Managers, applicants, candidates, client employees, recruitment staff, and other stake holders.
* Demonstrate exceptional customer service skills and emotional intelligence.
* Availability to work any shift.
* Use critical thinking skills to independently assess and resolve situations.
* Communicate clearly in English - both verbal and written communication.
* Handle a minimum of 50+ calls a day, in addition to managing a workload from other contact mediums.
* Simultaneously use phones, contact center software and other contact mediums.
* Identify potential issues of risk to the client and recruitment. Determine escalation routes when appropriate.
* Work with internal and external stakeholders to ensure proper customer service is being delivered.
* Deliver on a multitude of services - including application assistance, status of application requests, employee referral requests, requisition creation, password resets and similar services.
* Act as a company gatekeeper and liaison to recruitment process.
* Adherence and knowledge of IBM and client policies, procedures and recruitment process.
* Some reporting may be required.
* Perform other miscellaneous duties as required by the management.
* Resolve internal and external candidate's inquiries through multiple contact mediums (phone, chat, internal cases, and email).
* Assist hiring managers and recruitment staff to create and/or modify job requisitions.
* Assist current and former employees to fulfill their HR needs.
**Required technical and professional expertise**
* At least 3 to 6 months in Customer Service or an office environment role using the telephone and computer as the primary instrument to perform your job duties
* At least 3 to 6 months experience in Human Resource and/or Staffing
* In-depth computer knowledge and working proficiency in Word, Excel, and Outlook
* Communicate Effectively and Consistently
* Willingness to work nightshift on site
IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

**Introduction**
At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? If so, lets talk.
**Your role and responsibilities**
Provides quality customer service on every contact.
Receives inbound queries from customers (calls, chats, emails). Clarify to obtain full understanding of what information is being requested.
Communicates clearly and effectively with participants
Educates callers on client processes (based on Client strategies) whenever necessary
Documents all calls with regards to caller's inquiries accurately using Call Tracking System.
Maintains up-to-date expertise in a specific subject area.
With Back office processors, manage events with higher level of difficulty, sensitivity and confidentiality, eg. Death cases
Approves exception requests where there are historical precedents and/or where documented rules are made available
Handles end to end case management process in accordance to agreed time and quality standards.
Escalations: Follow up escalated cases through the Case Management system - own issue resolution, client follow up, and case closure.
Conducts in-depth research, interpret policy based on documented rules and exceptions and resolve complex issues for escalated cases
Facilitates resolution between employees and 3rd party Administration Service Provider, follow up on escalations
Escalates issues that require evaluation by the client (e.g., an exception request with no historical precedence, threat of legal action, etc.)
Whenever required, does outbound calls/emails to provide resolution to employee.
**Required technical and professional expertise**
Candidate must possess at least a Bachelor's/College Degree, preferably Human Resources or equivalent
Similar work experience especially in a BPO or similar fast-paced setting
Good English Communication(verbal & non verbal)Skills
Basic computer and internet navigation skills
Amenable to working in shifting/night schedule
Intermediate in MS Excel
**Preferred technical and professional experience**
ERP working experience
Ability to prioritize tasks, manage multiple priorities and tight deadlines
Highly organized, analytical, results-oriented and has keen on details
IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

**Introduction**
At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? If so, lets talk.
**Your role and responsibilities**
Cust Svc Rep will be responsible for answering customer queries, dealing with complaints, and providing potential customers with detailed information about our products. They interact with customers on a daily basis, helping them to understand their policies and answer any questions they may have about coverage or claims.
To ensure success as an CRM Delivery Cust Svc Rep, you should have a friendly and professional demeanor, good communication skills, and the ability to stay calm under pressure.
ESSENTIAL DUTIES AND RESPONSIBILITIES
· Receives inbound calls to provide customer service support to policy holders, agents, 3rd party callers and new customers
· Conducts research through maximizing all available resources and provides the necessary information in response to queries from callers
· Provides resolutions to caller problems and issues including researching and exploring alternative solutions
· Creates promised solutions or after call work and escalates unresolved issues outside of his/her scope
· Accepts payment and initiates disbursement requests over the phone
· Navigates through a computerized data entry system or other relevant applications
· Manages documentation of all call information according to standard operating procedures
· Process callbacks for minor requests like faxing/emailing policy information, send letters to another address or confirmation of payments received
· Undertakes all compliance and regulatory training in line with company requirements
· Accountable in keeping up with process related learnings/training and meet performance standards set by the business
· Completes customer's transactional requests as provided by caller.
· Employs probing questions and actively listens to customer issues or questions, showing interest and compassion and displaying empathy for the caller's situation
· Demonstrates accuracy in processing changes to customer policies based on the information provided
· Actively listens to customer issues or questions, showing interest and compassion and displaying empathy for the caller's situation.
· Ensure facilitation of first call resolution and customer satisfaction on all transactions handled.
· Be able to handle any requests regarding customer documentation (to include all documents sent out by our company) and be able to clearly explain them including any follow-ups required on our customer's part.
**Required technical and professional expertise**
KNOWLEDGE, SKILLS, AND ABILITIES
· Excellent written and verbal communication and interpersonal skills.
· Knowledge in MS Office applications
· Strong customer focus and adaptability to different personality types
· Able to work in multi-shift environment, including holidays
· Able to multi-task, set priorities and manage time effectively
PROFESSIONALISM
· Demonstrate initiative and responsibility for actions
· Work independently while maintaining an effective team member mentality
· Maintain a strong record for attendance and punctuality in arriving at work; attendance and punctuality are mandatory during training - no exceptions
EDUCATION and EXPERIENCE
4 year-course graduate or undergraduate with not less than 12 months work experience in a contact center
In-depth knowledge of insurance products is a plus
LICENSURE/CERTIFICATIONs REQUIREMENTS
None
LANGUAGE/COMMUNICATION REQUIREMENTS
· Ability to read and interpret work-related documents
· Ability to respond to routine correspondence
· Ability to listen, speak, and interact effectively with all customers and co-workers, adapting communication for optimal understanding
· Excellent verbal communication skills required; ability to practice professional telephone etiquette and techniques on all calls
REASONING ABILITY
Ability to understand and follow instructions, both written and verbal.
WORK ENVIRONMENT AND CONDITIONS
Employee must be willing to work a flexible schedule to meet the needs of the account, including overtime, and emergency shifts.
IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

**Introduction**
At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? If so, lets talk.
**Your role and responsibilities**
Will be responsible for answering customer queries, dealing with complaints, and providing potential customers with detailed information about our products. They interact with customers on a daily basis, helping them to understand their policies and answer any questions they may have about coverage or claims.
To ensure success you should have a friendly and professional demeanor, good communication skills, and the ability to stay calm under pressure.
ESSENTIAL DUTIES AND RESPONSIBILITIES
· Receives inbound calls to provide customer service support to policy holders, agents, 3rd party callers and new customers
· Conducts research through maximizing all available resources and provides the necessary information in response to queries from callers
· Provides resolutions to caller problems and issues including researching and exploring alternative solutions
· Creates promised solutions or after call work and escalates unresolved issues outside of his/her scope
· Accepts payment and initiates disbursement requests over the phone
· Navigates through a computerized data entry system or other relevant applications
· Manages documentation of all call information according to standard operating procedures
· Process callbacks for minor requests like faxing/emailing policy information, send letters to another address or confirmation of payments received
· Undertakes all compliance and regulatory training in line with company requirements
· Accountable in keeping up with process related learnings/training and meet performance standards set by the business
· Completes customer's transactional requests as provided by caller.
· Employs probing questions and actively listens to customer issues or questions, showing interest and compassion and displaying empathy for the caller's situation
· Demonstrates accuracy in processing changes to customer policies based on the information provided
· Actively listens to customer issues or questions, showing interest and compassion and displaying empathy for the caller's situation.
· Ensure facilitation of first call resolution and customer satisfaction on all transactions handled.
· Be able to handle any requests regarding customer documentation (to include all documents sent out by our company) and be able to clearly explain them including any follow-ups required on our customer's part.
**Required technical and professional expertise**
KNOWLEDGE, SKILLS, AND ABILITIES
· Excellent written and verbal communication and interpersonal skills.
· Knowledge in MS Office applications
· Strong customer focus and adaptability to different personality types
· Able to work in multi-shift environment, including holidays
· Able to multi-task, set priorities and manage time effectively
PROFESSIONALISM
· Demonstrate initiative and responsibility for actions
· Work independently while maintaining an effective team member mentality
· Maintain a strong record for attendance and punctuality in arriving at work; attendance and punctuality are mandatory during training - no exceptions
EDUCATION and EXPERIENCE
4 year-course graduate or undergraduate with not less than 12 months work experience in a contact center
In-depth knowledge of insurance products is a plus
LICENSURE/CERTIFICATIONs REQUIREMENTS
None
LANGUAGE/COMMUNICATION REQUIREMENTS
· Ability to read and interpret work-related documents
· Ability to respond to routine correspondence
· Ability to listen, speak, and interact effectively with all customers and co-workers, adapting communication for optimal understanding
· Excellent verbal communication skills required; ability to practice professional telephone etiquette and techniques on all calls
REASONING ABILITY
Ability to understand and follow instructions, both written and verbal.
WORK ENVIRONMENT AND CONDITIONS
Employee must be willing to work a flexible schedule to meet the needs of the account, including overtime, and emergency shifts.
IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.