This job can be based out of any of the following sites; Alabang, Paranaque, Cubao, Mandaluyong, Pasig

This job can be based out of any of the following sites; Alabang, Paranaque, Cubao, Mandaluyong, Pasig

This job can be based out of any of the following sites; Alabang, Paranaque, Cubao, Mandaluyong, Pasig

This job is based out of Davao.

This job can be based out of any of the following sites; Alabang, Paranaque, Cubao, Mandaluyong, Pasig

This job is based in Tagbilaran.

This job can be based out of any of the following sites; Alabang, Paranaque, Cubao, Mandaluyong, Pasig

The Team Manager is responsible for managing, motivating and coordinating the activities of the account, to reach the objectives and service levels defined by the account. Ensuring that calls are handled professionally.

The Workforce Planner is responsible for maintaining the hiring plans, developing rolling forecasts, generating schedules, maintaining rosters, and the like on a weekly basis. The focus is to provide guidance on staffing levels needed by each program he supports to achieve all client metrics while balancing it with internal productivity goals.

The Reporting Analyst is responsible for managing the report development and analysis for all WFM programs/accounts across all sites of IBEX Global Philippines, Inc.   - Recommending establishment of new or modified reporting methods and procedures to improve report content and completeness of information - Conferring with persons originating, handling, processing, or receiving reports to identify problems and to gather suggestions for improvements. - Examining and evaluating purpose and content of business reports to develop new, or improve existing format, use, and control. - Reviewing reports to determine basic characteristics, such as origin and report flow, format, frequency,...

The successful candidate will oversee a team of analysts that are responsible for all facets of workforce planning and intraday management. This individual will determine and communicate work schedules and resources for various call queues across the organization while relying on extensive experience and judgment to achieve optimal coverage results.

The Real Time Analyst manages and/or balances service levels for the call center across programs, internal locations, lines of business and products. The analyst manages the performance of the call center according to any contractual agreements and internal goals; the focus is to create positive experiences for customers while maintaining an efficient call center enterprise.

The Operations Manager is responsible for day-to-day functional supervision of non-exempt work group, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization’s policies and applicable legal requirements.

The Real Time Analyst manages and/or balances service levels for the call center across programs, internal locations, lines of business and products. The analyst manages the performance of the call center according to any contractual agreements and internal goals; the focus is to create positive experiences for customers while maintaining an efficient call center enterprise.

The Operations Manager is responsible for day-to-day functional supervision of non-exempt work group, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization’s policies and applicable legal requirements.

The Team Manager is responsible for managing, motivating and coordinating the activities of the account, to reach the objectives and service levels defined by the account. Ensuring that calls are handled professionally.

The Operations Manager is responsible for day-to-day functional supervision of non-exempt work group, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization’s policies and applicable legal requirements.

This position manages client and product specific related concerns and ensures that all Quality Updates are communicated to all stakeholders and that everyone is calibrated. The incumbent also conducts root-cause analysis on monitored calls within Results.  

The Quality Analyst assesses call quality to ensure that CSRs deliver their role in line with the company and client’s quality values and methodology.

The In-Team Quality Analyst assesses call quality to ensure that CSRs deliver their role in line with the company and client’s quality values and methodology.

The Workforce Manager will oversee a team of WFM personnel that are responsible for all facets of workforce planning and intraday management. He or she will determine and communicate work schedules and resources for various call queues across the organization while relying on extensive experience and judgment to achieve optimal coverage results. The selected candidate will work with site and department leaders to ensure adequate staffing, coverage by interval, as well as, to develop contingency plans during times of peak demand. Ownership of an end to end process with a wide degree of creativity and latitude is expected.

The Sr. Operations Manager is responsible for managing performance of the Operations Managers, its team leaders and their representatives in providing quality services to meet performances and quality needs of clients while supporting the goals of the organization and remaining consistent with corporate policies, procedures and philosophies. He/She will ensure optimum productivity and service level goals are maintained at all times. The successful candidate will maintain an excellent working relationship with clients while continuously striving to improve the level of overall service provided.

The Team Manager is responsible for managing, motivating and coordinating the activities of the account, to reach the objectives and service levels defined by the account. Ensuring that calls are handled professionally.

The Workforce Scheduler is responsible for maintaining the hiring plans, developing rolling forecasts, generating schedules, maintaining rosters, and the like on a weekly basis.  The focus is to provide guidance on staffing levels needed by each program he supports to achieve all client metrics while balancing it with internal productivity goals.

The Team Manager is responsible for managing, motivating and coordinating the activities of the account, to reach the objectives and service levels defined by the account. Ensuring that calls are handled professionally.

The Team Manager is responsible for managing, motivating and coordinating the activities of the account, to reach the objectives and service levels defined by the account. Ensuring that calls are handled professionally.

The Reporting Analyst is responsible for managing the report development and analysis for all WFM programs/accounts across all sites of IBEX Global Philippines, Inc.   - Recommending establishment of new or modified reporting methods and procedures to improve report content and completeness of information - Conferring with persons originating, handling, processing, or receiving reports to identify problems and to gather suggestions for improvements. - Examining and evaluating purpose and content of business reports to develop new, or improve existing format, use, and control. - Reviewing reports to determine basic characteristics, such as origin and report flow, format, frequency,...

  

The Quality Manager is responsible for managing the overall QA Operations for multiple programs across all sites.

This is Mid to Night Shift (supporting EMEA region) & WFH until notice (tagged in Shaw, Mandaluyong site)   (MARKETO exp of at least 6 months is required)*   The Analyst, Market Ops  will be responsible for EMEA’s setup, execution, and optimization of marketing campaigns, ensuring seamless operations within Marketo and automation platforms within company’s tech stack. This role will focus on assisting campaign production to ensure that our campaigns are running efficiently and effectively.  

Safety Officer refers to any employee/worker trained and tasked to implement occupational safety and health programs in the workplace in accordance with the provisions of the standards and shall be synonymous to the term “Safety Man” as used in these standards.   All safety officers must complete the Bureau prescribed training course prior to their appointment as in their respective places of employment and meet the requirement of duly accredited Safety Practitioners or Consultant by the Bureau

1. Purchasing Assistant for the assigned site/s. 2. Coordinate with Building admin and other vendors. 3. Manage database such as office supplies, headset, lockers, ID 4. Issue company assets to employees. 5. Provide and monitor OPEX and CAPEX reporting 6. Over sees the day to day monitoring, and implement preventive and corrective maintenance of the facilities' Electrical, Mechanical, Sanitary/Plumbing, UPS, CCTV, Security Access and Fire Detection and Alarm Systems to ensure safety and maintain the site

The Team Manager is responsible for managing, motivating and coordinating the activities of the account, to reach the objectives and service levels defined by the account. Ensuring that calls are handled professionally.

Job Title: Customer Care Associate (Audit & Reporting)     This is Work On Site in Shaw, Mandaluyong and on Night Shift schedule.  Provide support to internal and external stakeholders as well as supporting customer audits and operational data reporting requests, through the Portal, email, phone, or other channels. Key responsibility includes overseeing the end-to-end customer audit process and generation of operational data reports within the region including task creation, case management follow up actions.   

The Global Workforce Strategic Partner is responsible for managing relationships with our client workforce partners, ensuring globally consistent WFM process, and meet and exceed SLAs through smart and effective planning, forecasting, scheduling and real time practices.

The QA Analyst will be responsible for proactively identifying agent level performance related opportunities by KPI up to and including customer experience drivers, sales conversion influencers, customer satisfaction levers, agent learning opportunities, and knowledge management improvement areas by evaluating a random sampling of calls (sales, service, etc.) and other customer contact methods (i.e. email; chat; fax; fulfilment; payments) for compliance to prescribed client project standards including but not limited to adherence to standards; accuracy, customer experience and contact handling efficiency through the support of at least one account of project within a portfolio...

Marketing Operations Data Analyst The Marketing Data Analyst will help in the BAU support of the EMEA Marketing organization. They will collaborate across EMEA Marketing Operations and Corporate Marketing Operations teams to support the development of metrics, insights, data maintenance and systems

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The Assistant WFM Manager is a junior manager who manages either planners or both planners and real time analysts. This person is responsible for managing and auditing staff plans across multiple sites and LOBs and support connectivity across and account or multiple accounts. The assistant manager will also be working hand in hand with the different stakeholders of the business to ensure alignment and smooth execution of the staff plans of the planners in the team. Driving utilization and productivity improvement thru constant touch base with the same stakeholders is critical.

The Sr. Client Services Manager will serve as the primary point of contact for the Client and is responsible for the successful and profitable operation of all programs assigned including management of Client expectations and goals as stated in the SOW.

Facilities Supervisor will ensure that the customer’s facilities are operated and maintained cost effectively, safely, efficiently and within allocated budget. Ensures that the contract requirements have been executed at a level above the stated standards.

Team: Central Genesys Cloud Team   ibex. is an elite CX outsourcer for the world’s startups, scale-ups, and blue-chips. We build powerful customer engagement & insight solutions to help protect client investment, mitigate financial & operational risk, and accelerate ROI. As Senior Genesys Cloud Engineer, you will play a crucial role in designing, implementing, and maintain our contact center and unified communication platform for our clients. Your primary focus would be on Genesys Cloud CX Contact Center, along with another UC Platform.

Primary goals include managing the relationships with our client partners, ensuring globally consistent delivery, providing relevant business insight to Operations partners, delivering timely needs analysis to Training partners, calibrating on profiling standards with Recruitment partners, liaising with CST on risk identification and mitigation, AND, coordinating with all units to ensure alignment of strategy aimed at improving performance   **Is Data Centric