88 Call Center jobs in Angeles

TASQ is Hiring: Account/Process Trainer (Clark)

Immediate start | Initial interview conducted via phone

**Perks & Benefits:**

- Quarterly performance bonuses

- Opportunities for rapid career advancement

- Support for work-life balance

- Free HMO and Life Insurance coverage for the employee and two dependents

- Office located in the Central Business District

- Certified as a Great Place to Work

**Position Overview:**

We are seeking an experienced account/process trainer based in Clark to join our team as soon as possible. The role involves delivering high-quality training programs and supporting initiatives aimed at enhancing performance.

**Qualifications:**

- Bachelor's degree required

- 2-3 years of training experience within the BPO industry

- Prior experience as a trainer is highly preferred

- Excellent oral and written communication skills

**Key Responsibilities:**

1. **Training Needs Analysis**

- Identify and evaluate training requirements

- Provide ongoing support to reinforce learning and improve performance

2. **Curriculum Design**

- Develop comprehensive course structures and methodologies

3. **Content Development**

- Create and adapt training materials using effective development techniques

4. **Training Delivery**

- Conduct engaging and impactful training sessions

5. **Research**

- Apply basic research principles to enhance training effectiveness

6. **Collaboration**

- Work closely with internal teams and clients across different cultures

7. **People Management**

- Lead and manage diverse teams

- Handle conflicts efficiently

8. **Administration & Planning**

- Manage reports, schedules, attendance, feedback, and coordination with other departments

- Optimize training resources and streamline processes

**Required Skills:**

- Experience in customer service, technical support, and soft skills training

- Basic proficiency in MS Word, Excel, and PowerPoint for reporting and documentation

- Professional, positive, and service-oriented communication style

- Strong analytical skills to evaluate data, identify issues, and propose solutions

**Candidate Screening Criteria:**

- Minimum of 3 years' experience in training focused on soft skills and customer service

- At least 4 years total experience in the BPO sector

- Minimum of 2 years as a trainer within a BPO or shared services environment

- Experience in tech support is a plus

- Willingness to work onsite in Clark and accommodate shift schedules

About the job Workforce Scheduler (Clark, Pampanga) | Onsite

Work Setup: Onsite

Shift: Graveyard Schedule

Requirements:

At least 1 year experience as WFM Scheduler in a BPO/Call Center Setup

All candidates must be amenable to start this June.

RESPONSIBILITIES:

Service Planning

The scheduling and service planning specialist is expected to create short-term to long-range forecasts (but not limited to) for the following: workload, HC requirements, AHT trends, shrinkage inputs, and occupancy.

Routinely evaluate interval-level attainment and trend against targets and forecasts to identify production volume changes that will lead to workload reassessment and the appropriate realignment in specific or all fields.

Track and report forecasted vs. actual production volume trends by LOB, campaign, and site. Perform root cause analysis to identify the reasoning for poor service levels and create recommendations for turnaround at the soonest possible time.

Monitor attendance and tardiness by day and interval, adjust for staffing challenges, update the scheduling database, and generate attendance reports.

Adept in capacity planning and maintenance.

Scheduling and Dissemination

Within the guidelines of the company's Standard Work Rules and using IEX as scheduling software, generate schedules, determine the appropriate shift types, and determine the number of shifts required to meet service levels by line of business (LOB) and at the campaign level.

Routinely clean up the headcount roster and other related credentials in IEX.

Loading the appropriate historical volumes and patterns into the scheduler to project month-over-month variances.

Ensures that all operational staff are positioned effectively with minimal need for overtime to meet service level objectives.

Completely schedule agent development activities per the budget without risk to service level objectives. When large-scale training and other initiatives require the use of other service area staffing, coordinate efforts by effectively communicating market/campaign.

Able to identify needs for overtime and other necessary in-office and out-of-office staffing adjustments ahead of time and incorporate them into schedules. Advise and/or approve/deny time-off requests based on objective analysis.

Conduct regular and impromptu meetings with other departmental partners to go through staffing models, recommended actions, and call out any potential risks to service level objectives and Bill to Pay together with the action plans to course correct at the soonest possible time.