See more Collapse

Delivery Operations Mgt

1 month ago

Cagayan de Oro, Northern Mindanao, Philippines Concentrix Full time

Job Title:

Delivery Operations Mgt - Luzon - Tonichi - 2023

Job Description

Voice and Non Voice support provided to customers. Our services include Level 1 and Level 2 technical support in a 24 / 7 environment.Essential Functions/Core Responsibilities

Primary escalation contact for Account Leaders, such as customer complaint root cause & improvement action plan reviews

Provide account-specific KPI/SLA/SLO reporting and monitoring

Provide / process Account Knowledge / Process Updates

Account-specific Quality Performance (monitor account QA objective and account-specific quality reviews as needed including

attending client QA calibration meetings)

Point of contact for Account Leadership for Help Desk inquiries

Work with Account Leadership to identify Help Desk process improvements and provide trend analysis as identified/needed

(e.g., top ten calls review, etc.)

Liaison for Level 2 Resolver Groups (e.g., account knowledge updates, case escalations, customer complaint reviews, account process reviews etc.)

Monitor baseline volumes and AHT

Account specific problem management (e.g., monitor rejected cases, cases not accepted by Level 2, Sev 1 & 2 monitoring/root

cause analysis)

Respond and/or resolve account-specific customer complaints (e.g. complaint process documentation, complaint case tracking, etc.)

Attend and participate in account-specific governance meetings, providing KPI/SLA/SLO reports, c-sat results etc. (e.g., monthly

& quarterly governance, QPRs etc.)

Provide on-call, after hours account support as needed

Provide Level 1 agent testing as needed

Desired Skills:

Must be a Graduate

Excellent Communication skills

Knowledge of MS Office

Career Framework Role

Works autonomously within established procedures and practices; seeks guidance in the more complex aspects of the process (extensive latitude for independent judgment). Does not have any outstanding disciplinary, attendance or performance issues. Analyzes process-related problems and suggest possible solutions. Guides and trains junior team member and facilitates their work. Demonstrates mastery of required behaviors/competencies such as the ability to teach/coach other agents and/or support the program by performing data analysis work. Client feedback must be favorable for progression to this level. Opportunity to progress here is dependent on business needs. Call handling tasks may be required as business needs dictate.

Supplemental Geographical Information

RECRUITER ENTER THE APPLICABLE LANGUAGE:

UNITED KINGDOM- EXCLUDE HIGH SCHOOL INFORMATION IN CANDIDATE PROFILE SECTION

PHILIPPINES


• Minimum of two years of college education. No prior call center experience is required


• Ability to think clearly and can explain simple issues effectively, both written and verbally

INDIA


• Ability to effectively communicate, both written and verbally


• Listen attentively to customer needs and concerns; demonstrate empathy


• Clarify customer requirements; probe for and confirm understanding of requirements or problem


• Confirm customer understanding of the solution and provide additional customer education as needed


• Ability to learn including strong problem solving skills


• Demonstrate strong probing and problem solving skills


• Should be able to handle complex queries


• Should be able to resolve customer queries independently

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.

Location:

PHL Quezon City - Tera Tower 16th Floor

Language Requirements:

Time Type:

If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents

We have other current jobs related to this field that you can find below

  • Forklift Operator

    2 weeks ago

    Cagayan de Oro, Northern Mindanao, Philippines PADLAS HUMAN RESOURCE PROVIDER INC. Full time

    A Forklift Operator is a professional who is responsible for moving goods around warehouses or other industrial sites. They do this by using a forklift to unload deliveries from trucks and stack boxes for storage purposes throughout a warehouse and other industrial property.

  • Operations Team Leader

    2 weeks ago

    Cagayan de Oro, Northern Mindanao, Philippines Fiberhome Phils., Inc Full time

    QUALIFICATION AND NEEDED WORK EXPERIENCE:Must be a college graduate, preferably engineering coursesPreferably with 1 year of TELCO experiencePreferably with 1 year experience of handling/supervising peopleKnowledgeable in Microsoft OfficeStrong verbal and written communication skillsHonestA high degree of attention to detailDUTIES AND...

  • Warehouse and Logistic Supervisor

    2 weeks ago

    Cagayan de Oro, Northern Mindanao, Philippines NORTH TREND MARKETING CORPORATION Full time

    Job SummaryWarehouse & Logistics Supervisor oversees and coordinates the daily warehouse and logistic activities such as receiving and storing goods, managing inventory levels, ensuring the efficient delivery of goods, supervising staff, and securing the warehouse.Duties & ResponsibilitiesInventory ManagementSupport inventory management by reconciling and...

  • Warehouse and Logistic Supervisor

    2 weeks ago

    Cagayan de Oro, Northern Mindanao, Philippines NORTH TREND MARKETING CORPORATION Full time

    Job SummaryWarehouse & Logistics Supervisor oversees and coordinates the daily warehouse and logistic activities such as receiving and storing goods, managing inventory levels, ensuring the efficient delivery of goods, supervising staff, and securing the warehouse.Duties & ResponsibilitiesInventory ManagementSupport inventory management by reconciling and...

  • Fleet Resource Specialist

    2 weeks ago

    Cagayan de Oro, Northern Mindanao, Philippines Ninja Van Full time

    Ninja Van is a tech-enabled logistics company on a mission to provide hassle-free delivery services for businesses of all sizes across Southeast Asia. Launched in 2014, we started operations in Singapore and have become the region's largest and fastest growing last-mile logistics company, partnering with over 35,000 merchants and delivering more than 1,000...

  • Trailer Truck Driver

    2 weeks ago

    Cagayan de Oro, Northern Mindanao, Philippines Kidsfun Cdo Corp Full time

    Trailer truck driver operate a heavy-duty equipped with trailers to transport goods and materials over long distances. They are responsible for ensuring the safe and timely delivery of cargo while adhering to all traffic laws and regulations.Responsibilities:Driving and Operating trucksLoading and UnloadingRoute PlanningVehicle...

  • MIS Analyst

    2 weeks ago

    Cagayan de Oro, Northern Mindanao, Philippines Ubiquity Global Services, Inc.- Laguna Full time

    At Ubiquity, we live by the mantra head, heart, and hustle. Head because we use our collective industry know-how to always push ourselves, our clients, and our programs to be the best they can be. Heart because we are always gracious with our time, our collaboration, and with one another. And Hustle because we have grit, tenacity, perseverance, and a proven...

  • Warehouse Specialist

    2 weeks ago

    Cagayan de Oro, Northern Mindanao, Philippines Holcim Philippines, Inc. Full time

    Responsibilities:Processes and accounts for all incoming deliveries, withdrawals, and charging of materials in a timely manner to prevent inventory imbalancesEnsures the proper storage, maintenance, and tagging of materials according to warehouse storage and location layout which includes constant coordination with Logistics and SalesIdentifies incidence for...

  • Warehouse Specialist

    3 weeks ago

    Cagayan de Oro, Northern Mindanao, Philippines Holcim Philippines, Inc. Full time

    Responsibilities:Processes and accounts for all incoming deliveries, withdrawals, and charging of materials in a timely manner to prevent inventory imbalancesEnsures the proper storage, maintenance, and tagging of materials according to warehouse storage and location layout which includes constant coordination with Logistics and SalesIdentifies incidence for...

  • FPA - Senior Analyst

    2 weeks ago

    Cagayan de Oro, Northern Mindanao, Philippines Ubiquity Global Services, Inc.- Cagayan De Oro Full time

    At Ubiquity, we live by the mantra head, heart, and hustle. Head because we use our collective industry know-how to always push ourselves, our clients, and our programs to be the best they can be. Heart because we are always gracious with our time, our collaboration, and with one another. And Hustle because we have grit, tenacity, perseverance, and a proven...

  • Trailer Truck Driver

    2 weeks ago

    Cagayan de Oro, Northern Mindanao, Philippines Kidsfun Cdo Corp Full time

    Trailer Truck DriverAre you ready to hit the road and transport goods over long distances? We are looking for a skilled Trailer Truck Driver to join our team. As a Trailer Truck Driver, you will be responsible for the safe and timely delivery of cargo, ensuring that all traffic laws and regulations are followed.Responsibilities:Driving and operating...

  • Sales Associate Cagayan De Oro

    2 weeks ago

    Cagayan de Oro, Northern Mindanao, Philippines Kompas Gramedia Full time

    The RoleThe Sales Associate position will jump-start your career in ultimately becoming a Business Manager that will bring the organization to greater heights by increasing its customer base and portfolio.Graduates of the Sales Associate Training Program will become Junior Assistant Managers after six months.This role will work best for you if you are always...

  • Delivery Operations Mgt

    4 weeks ago

    Cagayan de Oro, Philippines Concentrix Full time

    Job Title:Delivery Operations Mgt - Luzon - Tonichi - 2023Job DescriptionVoice and Non Voice support provided to customers. Our services include Level 1 and Level 2 technical support in a 24 / 7 environment.Essential Functions/Core ResponsibilitiesPrimary escalation contact for Account Leaders, such as customer complaint root cause & improvement action plan...

  • Forklift Operator

    2 months ago

    Cagayan de Oro, Philippines PADLAS HUMAN RESOURCE PROVIDER INC. Full time

    A Forklift Operator is a professional who is responsible for moving goods around warehouses or other industrial sites. They do this by using a forklift to unload deliveries from trucks and stack boxes for storage purposes throughout a warehouse and other industrial property.

  • Forklift Operator

    2 months ago

    CAGAYAN DE ORO CITY, Philippines PADLAS HUMAN RESOURCE PROVIDER INC. Full time

    A Forklift Operator is a professional who is responsible for moving goods around warehouses or other industrial sites. They do this by using a forklift to unload deliveries from trucks and stack boxes for storage purposes throughout a warehouse and other industrial property.

  • Forklift Operator

    2 months ago

    CAGAYAN DE ORO CITY, Philippines PADLAS HUMAN RESOURCE PROVIDER INC. Full time

    A Forklift Operator is a professional who is responsible for moving goods around warehouses or other industrial sites. They do this by using a forklift to unload deliveries from trucks and stack boxes for storage purposes throughout a warehouse and other industrial property.

  • Trailer Truck Driver

    4 weeks ago

    Cagayan de Oro, Philippines Kidsfun Cdo Corp Full time

    Trailer truck driver operate a heavy-duty equipped with trailers to transport goods and materials over long distances. They are responsible for ensuring the safe and timely delivery of cargo while adhering to all traffic laws and regulations.Responsibilities:1. Driving and Operating trucks2. Loading and Unloading3. Route Planning4. Vehicle Maintenance5....

  • Trailer Truck Driver

    4 weeks ago

    Cagayan De Oro City, Philippines Kidsfun Cdo Corp Full time

    Trailer truck driver operate a heavy-duty equipped with trailers to transport goods and materials over long distances. They are responsible for ensuring the safe and timely delivery of cargo while adhering to all traffic laws and regulations. Responsibilities: 1. Driving and Operating trucks 2. Loading and Unloading 3. Route Planning 4. Vehicle...

  • Trailer Truck Driver

    4 weeks ago

    Cagayan De Oro City, Philippines Kidsfun Cdo Corp Full time

    Trailer truck driver operate a heavy-duty equipped with trailers to transport goods and materials over long distances. They are responsible for ensuring the safe and timely delivery of cargo while adhering to all traffic laws and regulations. Responsibilities: 1. Driving and Operating trucks 2. Loading and Unloading 3. Route Planning 4. Vehicle...

  • Station Officer

    2 weeks ago

    Cagayan, Philippines Ninja Van PH Remote Work Freelance Full time

    About the unit: Last Mile Unit focuses on the final stage of delivery, where goods get from a distribution center directly to the customer's doorstep - ensuring a smooth and positive experience for the end customer. This Unit also tackles challenges like efficient routing in dense areas, on-time deliveries, and customer satisfaction. About the job:The...