Business Operations Support Coordinator

2 weeks ago

Manila, National Capital Region, Philippines Transcom Full time

Business Operations Support Coordinator - Manila, Philippines

Job category: Operations

Language:

Transcom is looking for talented individuals like you to join our awesome team Be the next BOS Coordinator for our Transcom Pasig site.

What's in it for YOU?

Driven by our "Malasakit" culture, we make certain that our team members are well-cared for. Hence we are proving these employee benefits, which you'll be able to utilize once you join our team

Day 1 HMO

Rice Subsidy

Clothing Allowance

24/7 Teleconsult

Free Psychologist Consultation

In-house & Online Pharmacy

Retirement Fund

Free Meal & Medicine (through Transcom's Tap Card Rewards)

Loyalty Incentives

Free Shuttle Service

Join our Transcom Family as a BOS Coordinator

Program Management:

  • Proactively review program results and provide creative suggestions to improve service to client accounts.
  • Act as day-to-day client contact for all clients assigned when CSM is not available or whenever called upon directly by the Client or the Executive team.
  • Maintain and foster open communication channels with all departments and contacts, both internally and externally.
  • Accept full accountability for the assigned program's success.
  • Provide weekly status update summaries for all client programs.
  • Provide required support for assigned CSMs.
  • Work with the Client Services team to compile daily reporting data for review.
  • Active participation and attendance at Quarterly Business Reviews or in preparation for Quarterly Business Reviews as required by CSM or Executive.
  • Proactively review campaign results (Quality Scores, CSAT Scores, Specification Results versus Campaign Requirements, etc.) and identify required improvement areas.
  • Establish regularly scheduled Quality Calibration sessions, either internally, externally, or both, with Quality Auditors to review the Quality of all programs.
  • Provide direction to Online Content Department with respect to Trouble Shooting Guides to ensure they are accurate and effective.
  • Proactively work with Operations and other Support departments to identify and solve issues.
  • Monitor and submit client complaints, managing the process from initiation through to fruition.
  • Maintenance and management of active and inactive telecom and network infrastructure resources.

Data Analysis and Planning:

  • Provide Account Management and Client Contact with analytical findings identifying drivers for program performance.
  • Ensure required visibility to program and agent performance.
  • Provide proactive solutions to avoid program issues based on historical data, trending results, and experiences.
  • Generate Daily/Weekly/Monthly reports, as requested, using formats provided by the CSM.
  • Review all prepared assigned client invoices as required and outlined in executed agreements.
  • Submit all client launch NuStars and required modifications.
  • Submit and follow up on CSM requested Tandims.
  • Attend all meetings as requested by CSM or Executive Team.
  • Ensure all timelines/deadlines of assigned tasks are met or communicated effectively.
  • Adhere to Transcom Processes.

Leadership Development:

  • Work with CSM and Manager Once Removed with respect to career pathing and development for progression to Account Management role.

Additional Specific Duties & Responsibilities:

  • Proactively promote the TransVision objectives.
  • Ensure that TWW standard procedures are implemented and complied with at all times within his/her business area.
  • Create/encourage an open and energetic culture at every level in the organization. Leading by example and establishing recognition from employees/colleagues as a supportive, strong, and credible leader/influencer
  • Ensure that objectives are set for every member of his/her business area and production unit in line with TransVision and business objectives.
  • Ensure a high level of morale and a sense of loyalty to TWW in each individual.
  • Provide feedback to Corporate Governance on ideas for improving standards and processes

What we are looking for:

To be successful in this role you must...

  • Have a University degree or equivalent higher qualification
  • Have a proven and successful track record of effective leadership within the CRM sphere within a customer services and consumer marketing environment. CMS experience will be valued.
  • Have Client Relations and Sales contact experience
  • Have an excellent understanding of CRM best practices, technology, and markets
  • Have fluent financial P&L comprehension
  • Have an ambassadorial/executive presence

What Life at Transcom is like At Transcom, we're relentlessly committed to our clients and each other. Every day, someone starts their journey with Transcom. Taking the potential they have today, and turning it into skills for the future. Getting recognized for working hard, being a team player, and supporting others. Championing positive, lasting change in their teams and communities. That's just how we are at Transcom. Here we care, and root for each other. You're included, just as you are, from day one. And with the right mindset, there's no end to how far we can go together.

We are highly driven by our "Malasakit" culture. Transcom, in its very core, is all about an inclusive team that is focused on people. It all comes down to setting the bar for dignity, equality, and respect. It means that each one takes part in proactively shaping, cultivating, and building the company we want to work and live in. This is why genuine concern is so vital to us.

#J-18808-Ljbffr

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