Job Description

Managing Team Performance: Improve team performance on Customer Experience metrics (Resolution and CSAT) through call listening, behavioral coaching and setting effective action plans. Address Team level variation through targeted coaching for outliers and involving on Continuous Improvement activitiesAccomplish weekly deliverables, such as:

Coaching compliance inclusive of RCAs and action Plans.

• Weekly Audit requirement and call scrubbings
• Team attendance infractions insights thru internal Sutherland attendance tool
• Provide ideas that can help the client improve their product, business, processes and/or policies
• Present Team Performance to Clients in as needed basis
   
• Client advocate: Address team attendance and attrition through relationship building and removing barriers that affect People Metrics. Improve employee morale
  • Set up accountability discussions on attendance and performance challenges
  • Report potential red flag on employee retention and partner with Operations Manager on stay interviews
  • Keep employees in the loop for any internal and external updates
  • Have Team participate on Site and Program employee engagement activities
  • Come up with Team level mini engagement activities to hype morale

You are also expected to:

• Establish and maintain communication with clients and/or team members; understand their needs, resolve issues, and meet expectations;
• Produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations that would impact the bottom line;
• Identify the training needs that will equip the staff with fundamental skills and knowledge; - Have a thorough understanding of the various system tools and operational procedures utilized within the program;
• Collaborate with stakeholders on a regular basis for changes on promotions and updates; and
• Conduct all defined and required process compliance and adherence to all team members, partners and, third-party providers.

A Store Manager is to put the customer at the center of everything you do. You need to ensure the highest possible level of customer service and make sure that the visual merchandising is executed according to our guidelines. You maximize the sales opportunities and the profitability of your store, as well as follow up on the results. You will also manage the recruitment, training, and development of the Sales Advisors and the Store Management team. Our business is your business, so when you grow, we grow.​
​

Key Responsibilities:​

• Analyze and follow up store’s KPIs​

• Deliver great customer experience​

• Maximize conversion & customer service​

• Ensure store meets H&M standards​

• The ability to delegate, follow up and provide straightforward feedback with the goal to coach and develop your team 

Operations Manager for Sales in this role gets to:

• Strengthen relationships: Establish and maintain communication with clients and/or team members; understand needs, resolve issues, and meet expectations.
• Impact the bottom line: Produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations.
• Improve the company: Make recommendations to enhance processes and boost Sales.
• Define Sutherland’s reputation: Oversee and manage performance and service quality to guarantee customer satisfaction.
• Empower the workforce: Determine training needs to equip staff with fundamental skills and knowledge.

Want to be part of a community that focuses on work-life balance, provides competitive salary and fantastic opportunities?

The Backroom Offshoring Inc. is a KPO company experiencing strong dynamic growth and we want you to be part of it!

Located at One West Aeropark in Clark Pampanga, a world-class building with top facilities, a conducive work environment is guaranteed!

As a Project Manager, you will play a crucial role in overseeing the successful execution of various accounting projects. You will be responsible for ensuring projects are delivered on time, within budget, and to the highest standards. You will collaborate closely with both internal teams and clients to define project objectives, create project plans, allocate resources, track progress, and communicate project status updates.

This is an exciting opportunity for a detail-oriented individual with strong leadership skills to join a dynamic and innovative company that values excellence and provides ample room for professional growth.

Responsibilities

• Define project objectives, scope, and deliverables in collaboration with clients and internal teams.
• Develop comprehensive project plans, including timelines, budget estimates, and resource allocation.
• Coordinate and allocate resources to ensure timely execution of projects.
• Monitor project progress and address any issues or risks that may arise.
• Communicate regularly with clients and internal stakeholders to provide project updates and address any concerns.
• Conduct regular project meetings, including kick-off meetings, status update meetings, and project wrap-up meetings.
• Conduct post-project evaluations to identify areas for improvement and implement lessons learned.

• 5+ years of project management experience in a SaaS environment
• Proven ability to manage multiple concurrent projects
• Strong communication and management skills
• Experience with project management tools and methodologies

Core Perks and Benefits:

• HMO on your first day + Free coverage for 2 dependents on your 2nd year
• Government-mandated benefits
• 20 Annual Leave Credits
• 13th-month pay
• Birthday Leave
• Bereavement Leave
  

Work Setup:

• Onsite/Hybrid setup for this role.
  

Onsite/Hybrid employee additional benefits:

• Travel Subsidy Allowance
• Free staff house accommodation (for those within a certain distance)
• Free Shuttle service
• Free Lunch
• Free Uniform
• Perfect attendance bonus

 Additional benefits/perks to all employees

• Onboarding training
• Performance-based salary increase
• Discretionary incentives based on client or individual performance
• Monthly employee engagement
• Birthday Gift
• Weekly treats
• Christmas Hamper
• Anniversary Gift
• Opportunity to travel

Know someone who'd be perfect for this role? Refer them to us through the link below and get rewarded via Gcash for every successful hire:
https://rb.gy/u35c6 

Grad trainees, junior, entry-level, and admin positions: PHP 3,000
Intermediate positions: PHP 5,000
Senior and hard-to-fill positions: PHP 8,000

Send them our way, and let's win together!

Check our website to see more:
https://thebackroomop.com/ 

And our Facebook page if you want more:
https://www.facebook.com/TheBackRoomOP
And here's the link to our Glassdoor page, where you can see what our team members have to say about us:
https://www.glassdoor.com/Reviews/The-Back-Room-Philippines-Reviews-E3846636.htm 

Get the word out!

Backroom Offshoring Inc. is a KPO company experiencing strong dynamic growth and we want you to be part of it!

Located at One West Aeropark in Clark Pampanga, a world-class building with top facilities, a conducive work environment is guaranteed!

Duties & Responsibilities:

• Assist in meeting the Company’s SLA’s set for Customer Periodic Reviews, Customer Screening, Beneficiary creation, Transaction Processing, Fraud Risk Management, and Customer or Transaction Interventions.
• Ongoing liaison between settlements, client service and compliance team to ensure completion of transactions and management of anomalies are in line with firm policy.
• Daily/weekly regulatory reporting and escalation of exceptions to management team
• Assist with the timely completion of AML-related investigations and escalations.
• Monitor responses to partner banks to ensure responses in line with bank set and internal deadlines.
• Assist with the provision of accurate information in a timely manner to internal and external stakeholders.
• Conduct testing to ensure that the Compliance Operations Team are meeting quantitative and qualitative expectations.
• Prioritise operational efficiency and process improvement across the Compliance Operations function.
• Ongoing liaison with overseas entities to ensure effective communications and continuity of actions.
• Maintain documentation, including procedures, and controls to ensure Client is in a position to comply with its Policies.
• Ongoing Data Cleaning and Maintenance

Skills & Qualifications:

• Minimum of 3 years’ experience in operations or operational compliance at a Financial Institution
• Highly organised with a deadline-driven approach to delivery of services.
• Attention to detail and ability to extract learnings for cross application.
• Experienced in the provision of accurate and timely management information and reports
• Highly adaptable in meeting the needs of internal stakeholders and partnering with same to overcome complex issues
• Excellent verbal and written communicator with strong interpersonal skills.

Work Setup:

For confirmation with the client

Work Schedule:

For confirmation with the client

Core Perks and Benefits:

HMO on your first day + Free coverage for 2 dependents on your 2nd year

Government-mandated benefits

20 Annual Leave Credits

13th-month pay

Birthday Leave

Bereavement Leave

Onsite/Hybrid employee additional benefits:

Travel Subsidy Allowance

Free staff house accommodation (for those within a certain distance)

Free Shuttle service

Free Lunch

Free Uniform

Perfect attendance bonus

Additional benefits/perks to all employees:

Onboarding training

Performance-based salary increase

Discretionary incentives based on client or individual performance

Monthly employee engagement

Birthday Gift

Weekly treats

Christmas Hamper

Anniversary Gift

Opportunity to travel

Know someone who'd be perfect for this role? Refer them to us through the link below and get rewarded via Gcash for every successful hire:

https://rb.gy/u35c6

• Grad trainees, junior, entry-level, and admin positions: PHP 3,000
• Intermediate positions: PHP 5,000
• Senior and hard-to-fill positions: PHP 8,000

Send them our way, and let's win together!

Check our website to see more:

https://thebackroomop.com/

And our Facebook page if you want more:

https://www.facebook.com/TheBackRoomOP

And here's the link to our Glassdoor page, where you can see what our team members have to say about us:

https://www.glassdoor.com/Reviews/The-Back-Room-Philippines-Reviews-E3846636.htm

Get the word out!

By submitting your application, you grant us permission to retain all your application data, including Personally Identifiable Information (PII), for recruitment purposes. We will retain this information for as long as there is a legitimate business purpose or a legal requirement to do so.

Want to be part of a community that focuses on work-life balance, provides competitive salary and fantastic opportunities?

The Backroom Offshoring Inc. is a KPO company experiencing strong dynamic growth and we want you to be part of it!

Located at One West Aeropark in Clark Pampanga, a world-class building with top facilities, a conducive work environment is guaranteed!

Responsibilities:

• Act as first line of defense by creating and monitoring case queues to identify, triage and assess potentially high risk and priority cases which may be escalated 
• Actively work cases and compliance operations queues in a timely manner to ensure service levels are maintained including assessing suspicious activities and filing SARs
• Reviewing existing merchants’ portfolio and conducting periodical KYB refreshers 
• Monitor and research customer accounts and money transfers for Anti-Money Laundering (AML), sanction screening, negative media alerts, Terms of Service (TOS) violations, Know Your Customer (KYC), Customer Identification Program (CIP), Enhanced Due Diligence (EDD)

Requirements:

• At least 3 years experience with performing KYB (Know Your Business) and/or business underwriting processes
• Fluency in English with excellent verbal and written communication skills
• Great analytical skills
• Familiar with external compliance related rules, regulations and policies related to the payments industry.
• Thrives in a fast-paced environment while maintaining composure and able to make sound decisions under pressure
• Problem-solving attitude
• Must display a high level of professional judgment, commitment, integrity, teamwork and customer service
• Bachelor’s degree in Business Administration, Finance, Accounting or Operations
• CAMS - an advantage

Core Perks and Benefits:

• HMO on your first day + Free coverage for 2 dependents on your 2nd year
• Government-mandated benefits
• 20 Annual Leave Credits
• 13th-month pay
• Birthday Leave
• Bereavement Leave

Work Flexibility:

• Work from home

This position is exclusively open to Philippine citizens currently living in the Philippines. While remote work offers flexibility, please note that this role requires adherence to local regulations, making it suitable only for those based in the Philippines. We appreciate your understanding and look forward to receiving applications from qualified candidates who meet these criteria.

Onsite/Hybrid employee additional benefits:

• Travel Subsidy Allowance
• Free staff house accommodation (for those within a certain distance)
• Free Shuttle service
• Free Lunch
• Free Uniform
• Perfect attendance bonus

Additional benefits/perks to all employees:

• Onboarding training
• Performance-based salary increase
• Discretionary incentives based on client or individual performance
• Monthly employee engagement
• Birthday Gift
• Weekly treats
• Christmas Hamper
• Anniversary Gift
• Opportunity to travel

Know someone who'd be perfect for this role? Refer them to us through the link below and get rewarded via Gcash for every successful hire:

https://rb.gy/u35c6

• Grad trainees, junior, entry-level, and admin positions: PHP 3,000
• Intermediate positions: PHP 5,000
• Senior and hard-to-fill positions: PHP 8,000

Send them our way, and let's win together!

Check our website to see more:

https://thebackroomop.com/

And our Facebook page if you want more:

https://www.facebook.com/TheBackRoomOP

And here's the link to our Glassdoor page, where you can see what our team members have to say about us:

https://www.glassdoor.com/Reviews/The-Back-Room-Philippines-Reviews-E3846636.htm

Get the word out!

• Do you want to work with some of Australia's best financial planning businesses?
• Embark on a fulfilling and engaging career.
• Earn as much as 23K + generous benefits + personalized learning and development.

This is a dayshift, full-time role with weekends off.

ABOUT BSA

We are a talent outsourcing company with offices in the Philippines. We guide, inspire, and empower young talents to be the heroes that drive business growth. We are more than just a workplace, we are a family. We create a satisfying work environment, one that you'll look forward to coming to every day — a place where the best and brightest minds meet to build a community of successful companies.

ABOUT THE CLIENT

5 ELK creates an awesome working environment for people who are serious about their career and committed to providing exceptional customer service.

ABOUT THE ROLE

The Client Service Administrator will go through a paid training program when one starts. You will be working with financial advisers in Australia to provide back-office administration and professional support by playing an instrumental role in helping people achieve their financial goals.

RESPONSIBILITIES

• Ensure client data is accurately recorded in all business systems according to agreed processes (CRM Management)
• Accurate and timely preparation of various reports.
• Prepare client communication.
• Ensure applications and other client documentation is completed and lodged according to business processes.
• Liaise with financial institutions (i.e., banks, fund managers or insurance providers etc.)
• Provide back-office administration and support.

Your application will be processed through 5 ELK.

• Bachelor’s Degree in Accounting, Accounting Management, Accounting Technology, Commerce, Business Administration
• Less than a year experience is considered.
• Willingness to undergo 4 weeks of Paid Training
• Intermediate to Advanced knowledge of the Microsoft suite
• Excellent verbal and written English communication skills
• Good with numbers and analytical
• Highly organized with strong attention to detail
• Knowledge of the financial services, banking or accounting would be advantageous

Our Client benefits:

• Fixed Dayshift Schedule and Weekends Off
• Australian Holidays off and get to enjoy Christmas and New Year
• Competitive Compensation Package
• HMO with 200k benefits, plus 1 dependent when you start
• Monthly Awards and other Incentives
• Company Events and Employee Wellness Programs
• Personalised learning and development program
• Coaching and mentoring by qualified and experienced professionals
• Modern fit-out and workstation

Rentokil Initial

Rentokil Initial is an international business services company employing 57,700 colleagues across 90 countries.

We strive to protect people and enhance lives, for example by controlling pests, and improving hygiene. We are experts in the fields we operate in, investing in training, science, innovation and technology. Listening and acting on feedback is part of our culture to support colleagues and our customers. Rentokil Initial regards equality and fairness as a fundamental right of all of its colleagues. We live our values of Service, Relationships and Teamwork which were identified by our colleagues across the world.

Awards

Rentokil Initial Philippines is officially ranked in the top three most engaged places to work in the Philippines, as part of the annual Korn Ferry Employee Engagement Awards 2018.

Philippine Best Employer Brand Awards 2019.

Find out more on careers.rentokil-initial.com

Your day-to-day responsibilities will include:

• Provide excellent pest control treatment and recommendations to customers.
• Provide feedback to superiors on the service concerns of the customer.
• Maintain in good working condition all equipment, tools, mobile phones, vehicles and other items provided by the company for work purposes.
• Plan out and carry out the route to ensure timely arrival in all treatment sites.
• Efficiently manage the use of chemicals and other pest control consumables.
• Ensure proper SOP is followed for the warehouse, stock inventory & disposal process, and stocks issuance.

Do you have what it takes? If you want to be considered for this role you will need:

• Must know how to drive 4 wheel vehicle or motorcycle
• With Professional Driver's License (Restriction 1,2,3)
• College Graduate/Level Or Vocational Course Graduate
• Graduate of Agriculture or any related course is an advantage.
• Fast Learner and can work with minimum supervision.
• Good communication Skills and Customer Service Oriented
• Willing to be trained for career growth.
• Willing to work at Night Shift
• Willing to assign in the North Luzon Area

- Bulacan
- Pampanga
- Isabela

• Male and/or Female are welcome to apply

Are you interested? Here's what you can expect when you join us.

Benefits From Start Date

• HMO (Health Insurance)
• Group Personal Accident Insurance
• Group Term Life Insurance
• Paid Non working holidays
• 13th Month Pay

Benefits after 6 months of continuous work and pass the performance evaluation;

• Annual pay increase
• Vacation Leave
• Sick Leave (with cash conversion)
• Birthday Leave
• Paternity/Maternity Leave
• Matrimonial Leave
• Bereavement Leave
• Other perks
  

Rentokil Initial believes in supporting all employees to provide equal opportunities and avoid discrimination. We also place emphasis on workplace diversity which means that we are serious about creating an inclusive environment that accepts each individual's differences, embraces their strengths and provides opportunities for all colleagues to achieve their full potential.

Do you love to provide a valued professional service throughout your community? Do you feel like you could do the job well? Apply for the role today!

About Sleek

Sleek is on a mission to revolutionize how entrepreneurs operate their business. We want to give small business owners peace of mind and the power of online solutions to allow them to focus on what they do best - growing their business. As we work for our thousands of customers, we gather millions of data points about their business, and in turn we transform those into useful, actionable insights and recommendations to accelerate their growth through smart algorithms.

We are a team of 480 builders from 14 countries, with offices in Singapore, Philippines, India, Vietnam, Hong Kong, Australia and the UK committed to delivering a delightful experience to our clients!

Sleek is now searching for a Customer Success - Upgrades to join the team, while collaborating with the global offices. As we are continuously growing, this job posting is permanent and applications will be reviewed periodically.

By submitting a job application, you confirm that you have read and agree to our Data Privacy Statement for Candidates.

Position Duties

• Focused on Upgrading our current clients based on their subscription who may need to increase their accounting plan or corporate secretary plan.
• Negotiating with customers to ensure a fair price is applied to the 2 parties
• Reactive and proactive approach to meet monthly KPIs of X amount of cash collected.
• Data driven and capacity to prepare reporting on his activities with a specific format agreed with the manager.
• Outreach to our current clients via cold calling and emails. The applicant is expected to do 30-40 calls and or emails a day
• Work with the other sales team and customer success team to ensure client’s satisfaction
• Nurture client relationships through the sales cycle, ensuring alignment with Sleek’s product offering resulting in a long-term relationship
• Identify product development opportunities through customer feedback and experiences
• Ensure a high level of satisfaction of the client

• A minimum of 2 years working with external clients, with a proven track record of servicing products or services to clients (B to B preferred)
• Sales & Customer Support experience essential
• Proactive with a positive attitude to roll up their sleeves and ensure targets are exceeded
• Outstanding verbal and written communication skills
• A passion for technology and the local startup ecosystem
• Experience upselling/upgrading services to current customers
• Zendesk and Tableau experience preferred
• Always looking for ways and opportunities to improve the client experience
• Previous experience in a startup/tech company is a plus

More about Sleek!

At Sleek, we work in a fast-paced start-up environment. We have a strong culture built around our five core values: Simplicity, Loyalty, Excellence, Entrepreneurship, Kindness. As a deliberately multicultural team, our team comprises more than 18 nationalities and spoken languages.

We consider the company’s success to be a result of committed individual and team efforts, and are looking to onboard talented and creative people who want to make a difference. Corporate social responsibility is a passion, and as an equal opportunity employer we aim at making the world a better place. We are the 1st international incorporation and accounting brand to achieve B Corp certification status, meeting the highest standards of social and environmental impact performance. With a strong commitment to also make Sleek a great place to work, we offer a flexible working environment where we empower every team member to be the best they can be - regardless of race, ethnicity, religion, gender, age or identity.

If you think you would be a good fit for our mission, we look forward to hearing from you!

Sleek is on a mission to revolutionize how entrepreneurs operate their business. We want to give small business owners peace of mind and the power of online solutions to allow them to focus on what they do best - growing their business. As we work for our thousands of customers, we gather millions of data points about their business, and in turn we transform those into useful, actionable insights and recommendations to accelerate their growth through smart algorithms.

We are a team of 480 builders from 14 countries, with offices in Singapore, Philippines, India, Vietnam, Hong Kong, Australia and the UK committed to delivering a delightful experience to our clients!

Sleek is now searching for a Customer Success - Renewals to join the team, while collaborating with the global offices. As we are continuously growing, this job posting is permanent and applications will be reviewed periodically.

By submitting a job application, you confirm that you have read and agree to our Data Privacy Statement for Candidates.

Position Duties

• Focused on Renewing our current clients based on their subscription
• Reactive and proactive approach to meet monthly KPIs of X amount of cash collected
• Data driven and capacity to prepare reporting on his activities with a specific format agreed with the manager
• Outreach to our current clients via calling and emails. The applicant is expected to do 30-40 calls and or emails a day
• Work with the other sales team and customer success team to ensure client’s satisfaction
• Nurture client relationships through the renewal cycle, ensuring alignment with Sleek’s product offering resulting in a long-term relationship
• Proactive in gathering customer feedback and experiences and drive towards resolving issues and attaining customer satisfaction
• Ensure a high level of satisfaction of the client

• A minimum of 2 years working with external clients, with a proven track record of servicing products or services to clients (B to B preferred)
• Sales & Customer Support experience essential
• Proactive with a positive attitude to roll up their sleeves and ensure targets are exceeded
• Outstanding verbal and written communication skills
• A passion for technology and the local startup ecosystem
• Experience in customer retention of current customers
• Zendesk experience preferred
• Always looking for ways and opportunities to improve the client experience

More about Sleek!

At Sleek, we work in a fast-paced start-up environment. We have a strong culture built around our five core values: Simplicity, Loyalty, Excellence, Entrepreneurship, Kindness. As a deliberately multicultural team, our team comprises more than 18 nationalities and spoken languages.

We consider the company’s success to be a result of committed individual and team efforts, and are looking to onboard talented and creative people who want to make a difference. Corporate social responsibility is a passion, and as an equal opportunity employer we aim at making the world a better place. We are the 1st international incorporation and accounting brand to achieve B Corp certification status, meeting the highest standards of social and environmental impact performance. With a strong commitment to also make Sleek a great place to work, we offer a flexible working environment where we empower every team member to be the best they can be - regardless of race, ethnicity, religion, gender, age or identity.

If you think you would be a good fit for our mission, we look forward to hearing from you!

Overview

Momos is a rapidly growing company with its headquarters in Singapore and the United States. As part of our company's growth strategy, we are actively expanding our operations in the APAC region. Our main mission is to lead the digital transformation of the Food and Beverage (F&B) industry by offering a comprehensive Customer Retention Platform for Restaurants worldwide. By leveraging data from various channels such as food delivery, social media, and discovery platforms, we empower restaurants to maximise their business potential and achieve growth.

At Momos, our core principle is putting restaurants at the forefront of everything we do. Since day one, we have embedded the valuable feedback and input from our restaurant partners into our company culture and product design. This collaborative approach has been instrumental in creating a solution that truly meets the needs of the F&B industry. Today, we are proud to be trusted by over 2000 restaurants globally. If you have a passion for food and want to work for a mission-driven company that is actively shaping the future of the F&B industry, we would be thrilled to have you join our team.

The Role:

Momos is seeking a highly motivated and experienced Senior Customer Success Manager to join our dynamic Customer Success team. As a Senior Customer Success Manager, you will play a key role in ensuring our clients receive exceptional support and guidance. Your responsibilities will encompass deepening your understanding of Momos software, serving as the primary point of contact for clients, and providing strategic solutions to foster their business growth.

Primary Roles & Responsibilities:

1. In-Depth Product Knowledge:

• Develop an extensive understanding of the Momos software, including its features, functionalities, and setup processes.
• Stay informed about new updates, changes, and releases, and effectively communicate technical information to clients.

2. Client Interaction:

• Act as the primary point of contact for clients, delivering timely and effective support through various channels (email, chat, and phone).
• Address how-to questions and guide clients in navigating different tools within Momos, occasionally through virtual calls.

3. Issue Resolution:

• Conduct thorough investigations and troubleshooting to resolve client issues promptly.
• Escalate complex cases to the appropriate internal teams when necessary for efficient issue resolution.

4. User Support & Guidance:

• Provide comprehensive support and guidance to users across our customer base, ensuring a positive and consultative customer experience.

5. Adaptability and Resilience:

• Demonstrate composure, resilience, and flexibility as customer needs evolve and case volumes fluctuate.

Additional Responsibilities:

• Communicate thoughtful, customized solutions that empower customers to progress and enhance their businesses.
• Collaborate effectively with internal teams such as Customer Success, Account Managers, and Sales to identify opportunities for clients to leverage more of our platform or services.

• 3-5 years of proven Customer Success experience, preferably in B2B Software companies.
• Strong aptitude for creative problem-solving and a track record of tackling challenging scenarios.
• Proactive mindset, eager to learn, and committed to continuous professional development.
• Thrives in a dynamic environment, quickly adapting to changing priorities and customer needs.
• Passionate about working with customers, dedicated to exceeding their goals.
• Excellent interpersonal skills, maintaining a positive demeanor and outstanding communication abilities.
• Collaborates effectively with cross-functional teams to drive positive outcomes for clients.
• Demonstrates strategic thinking in identifying opportunities for account growth and ensuring long-term customer success.

Location:

• Malaysia/Philippines

Benefits

• Private Health Insurance
• Paid Time Off

Cultural Values

• Mission-driven and fast-paced, entrepreneurial environment.
• A collaborative and flat company culture.
• Comprehensive private health insurance.
• Discretionary trips to our offices across the globe, with global travel medical insurance (when it’s safe to travel!).
• Cross-cultural team bonding/networking.
• Love Food? Join our Team!

Equal Opportunity

Momos is an equal opportunity workplace where we embrace diversity and different cultures. We started as an international Company, and know that building an organization with different experiences, thoughts and opinions allows our team to grow and excel.

About IntouchCX

IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change. To learn more about us and our culture, follow the link to Our Story - https://youtu.be/GinyJ-abWJs

About the Job

Are you looking for an exciting new challenge? IntouchCX is looking for you!

As one of the world’s leading outsourcing companies, IntouchCX is seeking our next generation of leaders. By fostering a bold and competitive culture, we set the bar for excellence, both internally and within the BPO industry.

We’re hiring a Director of Operations to be involved in all facets of our contact center operations including hiring, training, quality control, reporting, performance optimization and partner services. Our ideal candidate is a fearless leader with a drive to deliver extraordinary results.

As Director of Operations, You Will…

• Drive “best practices” in all areas of responsibility
• Ensure proper planning, staffing, training and development is achieved across all teams
• Be responsible for ramp-up drives and goals
• Create action plans for continuous growth and improvement, business development and client satisfaction
• Drive results and performance optimization through client specific internal KPIs and financials, while ensuring Service Level Agreements are met with optimum quality and service
• Direct and audit to ensure adherence to corporate policies and processes, while honoring client specific policies & processes
• Support and drive the IntouchCX culture within teams and at our campuses, while also integrating partner culture
• Motivate and inspire teams, while building trusting relationships throughout the organization
• Develop and execute motivational incentives on the floor
• Partner with stakeholders across the organization in a collaborative manner to ensure consistency within Operations
• Maintain close auditing cadence through reporting, observations and personal contact
• Work directly with Operations Workforce Optimization teams to deliver client staffing requirements

As Director of Operations, You Have…

• Post-secondary diploma or degree with a major in Business
• 7 - 9 years of experience in contact center leadership, including managing cross-functional teams
• 5 years of relevant experience in client relationship management
• Experience in analyzing/influencing profit & loss statements and performing cost analysis
• Experience with maintaining and developing operational statistics, financial management information and results reporting
• Excellent communication skills (listening, verbal and written) with the ability to communicate with various positions and departments
• Excellent organizational and time management skills with the ability to work under tight deadlines
• The ability and motivation to meet program and internal business KPIs
• The ability to implement change and innovation throughout teams

By signing this application, the applicant consents to IntouchCX collecting, using and retaining his\her personal information for purposes relating to the application process and if hired, the employment relationship.

Any and all personal information collected is held in the strictest confidence and in accordance with all applicable Privacy Laws.

About IntouchCX 

IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change. To learn more about us and our culture, follow the link to Our Story - https://youtu.be/GinyJ-abWJs

About the Job
We are changing the way people think about customer care, and we need your help!

We’re seeking a Workforce Manager to direct, manage and supervise all activities related to the Workforce team for a dedicated IntouchCX program. We’re looking for a leader who has the vision, experience and passion to contribute to our culture and the success of our programs.

As a Workforce Manager, You Will….

• Work closely with Operations to ensure all team members are focused on the delivery of company goals and objectives of our partners
• Interact with external partners and develop long term relationships
• Assist in analyzing partner metrics and staffing on a consistent basis
• Make recommendations for efficiencies on programs
• Actively manage, support, motivate and retain members of the Workforce team
• Participate in Sales meetings and requests for information
• Maintain awareness of emerging industry tools

As a Workforce Manager, You Have…

• A University or College Degree in a related discipline (Computer Science, Marketing, Communications, Business)
• Experience working with Aspect software (considered an asset)
• Strong analytical, problem-solving, technical, information-management and decision-making skills
• Demonstrated strong interpersonal and communication skills
• Superior organizational skills and the ability to follow through
• Ability to work in a fast-paced, hectic & changing environment
• Ability to effectively interact with employees at all levels and people from diverse backgrounds
• Ability to think strategically
• Ability to plan and monitor for results

By signing this application, the applicant consents to IntouchCX collecting, using and retaining his\her personal information for purposes relating to the application process and if hired, the employment relationship.

Any and all personal information collected is held in the strictest confidence and in accordance with all applicable Privacy Laws.

About IntouchCX 

IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change. To learn more about us and our culture, follow the link to Our Story - https://youtu.be/GinyJ-abWJs

About the Job

The Analytics Manager of Workforce Management plays a pivotal role in overseeing the analysis, reporting, and strategic insights derived from workforce data. This role involves managing a team responsible for extracting, analyzing, and interpreting workforce data to drive operational efficiencies, optimize resource allocation, and support strategic decision-making across the organization &  global operations.

As Analytics Manager of Workforce Management, You Will…

• Lead a team of analysts to collect, analyze, and present workforce data to various stakeholders, ensuring accuracy, relevance, and actionable insights
• Develop and maintain robust reporting frameworks, dashboards, and data visualization tools to effectively communicate workforce metrics and trends
• Collaborate with cross-functional teams to identify key performance indicators (KPIs) and metrics for workforce management, aligning them with organizational goals
• Drive continuous improvement initiatives by leveraging data insights to optimize workforce planning, resource allocation, and operational processes
• Spearhead forecasting and predictive analytics efforts to anticipate future workforce needs, enabling proactive planning and mitigation strategies
• Oversee the implementation and utilization of advanced analytics methodologies, tools, and technologies to enhance workforce data analysis capabilities
• Present findings, recommendations, and actionable insights to senior management to guide strategic workforce planning and decision-making

As Analytics Manager of Workforce Management, You Have…

• Bachelor's or Master’s degree in Data Science, Statistics, Analytics, Business Administration, or a related field with relevant certifications 
• Minimum of 1 years of experience in workforce management analytics, with a demonstrated track record of progressively responsible roles in data analysis, reporting, and workforce planning within a global business environment
• Prior experience managing a team of analysts and leading workforce analytics projects from conception implementation is a plus
• Understanding and concept of Workforce Management Proficiency in workforce management analytics, including experience in data analysis, reporting, and visualization tools such as Tableau, Power BI, or similar platforms
• Strong leadership and managerial skills to effectively lead a team of analysts and collaborate with cross-functional teams
• Advanced knowledge of statistical analysis, forecasting, and predictive modeling techniques applied to workforce data
• Excellent communication and presentation skills to convey complex data insights in a clear and concise manner to diverse stakeholders
• Proven ability to translate data into actionable recommendations and strategies to drive operational improvements and achieve business objectives

By signing this application, the applicant consents to IntouchCX collecting, using and retaining his\her personal information for purposes relating to the application process and if hired, the employment relationship.

Any and all personal information collected is held in the strictest confidence and in accordance with all applicable Privacy Laws.

We are seeking a dynamic and experienced Operations Supervisor to join our team. The ideal candidate will have a strong background in BPO operations, excellent leadership skills, and a proven track record of driving performance and efficiency. The Operations Supervisor will play a crucial role in overseeing daily operations, managing a team, and ensuring the delivery of outstanding services to our clients.

• Lead, motivate, and manage a team of BPO professionals to achieve performance targets and deliver exceptional service
• Conduct regular team meetings, and performance reviews, and provide constructive feedback to enhance individual and team performance
• Monitor and analyze key performance indicators (KPIs) to identify areas for improvement and implement strategies to enhance overall operational efficiency
• Collaborate with other departments to streamline processes and ensure seamless service delivery
• Build and maintain strong relationships with clients, understanding their business needs and ensuring our services exceed expectations
• Address client concerns, and escalations, and collaborate on continuous improvement initiatives
• Develop and implement training programs to enhance the skills and knowledge of the operations team.
• Provide ongoing coaching and support to team members to promote professional growth and development
• Implement and oversee quality assurance programs to ensure adherence to company standards and client requirements
• Conduct regular audits and assessments to maintain high-quality service delivery

• Bachelor's degree in Business Administration, Management, or a related field
• Proven experience (5 years) in a Leadership role and BPO environment with a focus on operations management.
• Strong leadership skills with the ability to inspire and motivate teams.
• Excellent communication and interpersonal skills
• Analytical mindset with the ability to make data-driven decisions.
• Knowledge of industry best practices and emerging trends in BPO operations
• Open to working during varying schedules, including shifts and weekends.
• Experience working or handling logistics accounts is a plus
• Having prior experience in managing logistics and healthcare accounts is an advantage.

• HMO with 1 free dependent upon hire
• Life Insurance
• 20 PTO credits annually
• VL and SL cash conversion
• Annual Performance-Based Merit Increases and Employee Recognition
• Great Company Culture
• Career Growth and Learning
• A laptop will be provided by the company
• 50,000 - 55,000 Monthly Salary

Answer incoming calls promptly. Using excellent customer service, telephone, and communication skills including tone and accuracy. Collect personal demographic and injury information from patients to provide the medical provider with the most accurate material. Transfer phone calls to the designated medical provider on call. Communicate with the medical provider team daily.

• Answer all incoming calls promptly
• Address and identify the injury and level of emergency. If non-life threatening continue with intake and notify the appropriate medical provider. If emergency, obtain a medical provider urgently prior to obtaining patient information.
• Verify and accurately enter all patient demographic information via telephone into the appropriate intake form including their incident description and job location.
• Maintain a calm environment that builds trust and confidence.
• Assist the patient with connection to medical provider via audio or video conference.
• Invoicing
• Payroll allocation
• Expense management
• Inventory management
• Tracking of CME (points)
• Other duties assigned.
• Position Technical

,service

• Proficient in the required language
• Excellent organizational and time-management skills.
• Ability to work in a fast-paced environment.
• Demonstrates the ability to communicate with others effectively, listen closely and convey points clearly.
• Strong affinity for customer services.
• HIPPA Compliant
• Shows the ability to calm patients during a stressful situation.
• Proficient with Microsoft Word, Excel, and Outlook
• Open to working during varying schedules, including shifts and weekends.
• Experience working or handling logistics accounts is a plus
• Having prior experience in managing logistics and healthcare accounts is an advantage.

• HMO with 1 free dependent upon hire
• Life Insurance
• 20 PTO credits annually
• VL and SL cash conversion
• Annual Performance-Based Merit Increases and Employee Recognition
• Great Company Culture
• Career Growth and Learning
• A laptop will be provided by the company
• 25,000 - 30,000 Monthly Salary