Queue Management Control

6 days ago


Manila, National Capital Region, Philippines Globe Telecom Full time

At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal. Job Description Driving setting of customer SLAs, internal (within and outside B2B CXM) OLAs and waiting time target ensuring that the OLAs are structured to collectively meet the SLA Monitoring queues and recommending improvement on queues management in FS3 and MyBSS, as well as future tools.

Drive/push accountability to queue owners (episode leads) Ensure Performance Management Team identifies sources of truth is defined and agreed with our stakeholders. Reviewing and recommending relevant metrics (eg. recurrence of cases) to be measured and presented appropriately Reviewing and recommending for timely tracking and presentation of operational reports Periodic review of reports accuracy Consolidating feedback of whole CX Assurance for go and no-go decision making of CX Assurance Leadership. Measuring and tracking of CX Assurance KPIs and driving continuous improvement discussions.

DUTIES AND RESPONSIBILITIES: Driving setting of customer SLAs, internal (within and outside B2B CXM) OLAs and waiting time target ensuring that the OLAs are structured to collectively meet the SLA Monitoring queues and recommending improvement on queues management in FS3 and MyBSS, as well as future tools. Drive/push accountability to queue owners (episode leads) Ensure Performance Management Team identifies sources of truth is defined and agreed with our stakeholders. Reviewing and recommending relevant metrics (eg. recurrence of cases) to be measured and presented appropriately Reviewing and recommending for timely tracking and presentation of operational reports Periodic review of reports accuracy Consolidating feedback of whole CX Assurance for go and no-go decision making of CX Assurance Leadership.

Measuring and tracking of CX Assurance KPIs and driving continuous improvement discussions. REQUIREMENTS: 5-6 years in queue management or service operations, including 2-3 years in a leadership role. Telecom experience preferred.

Experience in defining and managing processes and performance metrics. Strong skills in creating and managing documentation, with excellent communication abilities. Proven ability to manage projects and improvements.

PMP certification is a plus. Strong analytical skills with experience in data-driven decision-making. Experience leading and developing teams, with a focus on continuous improvement.

Make Your Passion Part of

Your Profession. Attracting the best and brightest Talents is pivotal to our success. If you are ready to share our purpose of Creating a Globe of

Good, explore opportunities with us. Globe Telecom, Inc. (Globe) is the leading Telecommunications company in the Philippines and the purveyor of the Filipino digital lifestyle. We provide cellular, broadband and mobile data services by focusing on enriching our content offerings amid customers' growing preference for multimedia platforms across multiple screens and devices.

We want to enrich lives through communications by simplifying technology, so that we bring customers closer to what matters most. Globe was also recognized as one of the Top companies to work for in Asia by Asia Corporate Excellence & Sustainability (ACES) Awards and Best Employer in the Telco category by Stevie's

New York. Our principal shareholders are Ayala Corp. and Singtel, both industry leaders in their respective countries and in the region. We are also a member of Bridge Alliance, Asia Pacific's leading mobile alliance of 36 mobile carriers.

Purpose In everything we do, we treat people right to create a Globe of Good.

Vision We see a Philippines where families' dreams come true, businesses flourish, and the nation is admired. Mission

We create wonderful experiences for people to have choices, overcome challenges, and discover new ways to enjoy life.


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