A SNAPSHOT OF YOUR ROLE

• Build and maintain scalable, high-performing web applications using Angular.
• Collaborate with UX/UI designers to translate designs into web elements.
• Work closely with backend developers to integrate RESTful APIs.
• Write reusable, efficient, and clean code.
• Keep up with Angular updates, best practices, and relevant technologies.
• ⁠Perform complex product analysis as well as development duties that may include significant research and analysis.

A BIT ABOUT YOU

• Bachelor's or master’s degree in computer science or related field
• At least 3-5+ years of experience working as an Angular Developer (preferably Angular 7+) or other JavaScript frameworks
• Knowledge of web technologies like HTML, CSS, and JavaScript
• Familiarity with RESTful services and API integration

Join the A-Team and experience the A-Life!

Job Description

The Company Nurse’s role is designed to provide health care to employees. Its objective is to provide education and training programs to employees about health and wellness.

A SNAPSHOT OF THE ROLE

Clinical

• Takes vital signs of a patient employee who come for consultation such as taking their temperature and blood pressure, monitor and record their health condition.
• Assist the Doctor during consultation hours
• Prepares and administers first aid medicines to patient employee to treat them of his illness
• Administers first aid treatment on illness or accident before referring the employee to the hospital for further medical treatment
• Plans and recommends sufficient stocks of first-aid medicines and reasonable acquisition of necessary medical equipment and kits on a regular basis
• Coordinates with emergency personnel and hospital and other if emergency hospitalization is needed
• Provides health counseling on patient employee’s health needs as necessary
• Conducts home visit as necessary
• Observes patient confidentiality at all times

Reports

• Sends clinic report to patient employee’s supervisor and/or manager after every clinic visit
• Maintains and updates database of medicines procured and dispensed and ensures no discrepancy
• Maintains and updates report of sickness and injuries in the workplace
• Maintains, updates, and sends trackers and reports on a regular basis
• Prepares and submits Government mandated reports such as but not limited to WAIR, AEIDR, AMR

Administrative

• Updates patients' profile by recording the diagnostic treatment performed to ensure precise patient treatment and medical record.
• Conducts in-depth investigation reports in support to employees' claims on cases of work-related injuries.
• Verifies the authenticity of submitted medical documents
• Assists other Compensation and Benefits personnel in doing and managing administrative works and other company related clinical duties.
• In charge of site implementation of the Company’s health and wellness programs
• Ensures the strict implementation and adherence to the Code of Conduct and other corporate policies
• Performs other duties and functions that may be assigned from time to time or as needed

As Company Nurse you are responsible in ensuring that all employment and personal information of employees are kept and handled in accordance with existing company policies on Information Security and Data privacy

A BIT ABOUT YOU

• Excellent in customer service. Energetic and results oriented.
• With at least one year experience as company nurse in office setting.
• Able to solve problems and work under minimal supervision.
• Articulate and friendly with a professional demeanor.
• Candidate must possess at least a Bachelor's/College Degree or Post Graduate Diploma in Nursing
• Must be a Registered Nurse.
• Must have updated Basic Life Support and First Aid Training.
• Must have OHNAP and BOSH Training
• Must be computer literate.   

WHAT SUCCESS LOOKS LIKE

·       Excellent feedback from employees, guests, and visitors.

·       Achievement of KPIs.

WHAT WE VALUE

We’re proud of our diverse global team, all working in a collaborative environment and happy to share these common values:

• Collaboration: Brilliant jerks can be brilliant elsewhere.
• Impact: Do, get it done, create impact.
• Passion: Be positive, bring passion and energy.
• Transparency: A transparent team can help each with other.

Join the A-Team and experience the A-Life!

The Instructional Designer is responsible for the development, implementation, and evaluation of quality training programs aimed at the promotion and enhancement of the knowledge, skills, and behaviors of the company’s workforce.

An Instructional Designer has the initiative and the ability to create, design, and develop training solutions that address and satisfy business and organizational needs. He is keen on industry trends, understands end-user demands, and foresees incoming business developments.

Join the A-Team and experience the A-Life!

The Instructional Designer is responsible for the development, implementation, and evaluation of quality training programs aimed at the promotion and enhancement of the knowledge, skills, and behaviors of the company’s workforce.

An Instructional Designer has the initiative and the ability to create, design, and develop training solutions that address and satisfy business and organizational needs. He is keen on industry trends, understands end-user demands, and foresees incoming business developments.

Join the A-Team and experience the A-Life!

Incident Management Analyst

Metro Manila, Philippines
We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. As an Incident Management Analyst, your role’s importance lies in providing quality content and contributing to our organization’s growth and success.

A SNAPSHOT OF YOUR ROLE
Your day could see you:

• Identify, troubleshoot, coordinate and resolve contact centre facing issues in a timely manner

• Receive, resolve and coordinate requests relating to operational system requirements

• Provides reporting and administrative support across multiple lines of business.

• Request’s handling

• Receive, deliver, and coordinate requests on contact centre operational requirements

• Escalation Handling

• Identify, troubleshoot, resolve, and coordinate contact centre facing issues in a timely manner

• Notify and update users upon resolution of issue via ticketing system and/or phone, chat, email

• Document issues in system issue tracker

• Reports and Administrative Tasks

• Provide daily reports pertaining to but not limited to the following: queue, attendance, escalations, customer facing outages, and BCP related logistics and issues as needed

• Provides support during Disaster Recovery and Business Continuity Plan (BCP) as required.

• Practice and ensure compliance with the organization’s policies and procedures

• Performs other duties as assigned

A BIT ABOUT YOU

• Working knowledge of Microsoft Office Applications

• Strong technical and logical skills; can use different systems and can self-learn

WHAT SUCCESS LOOKS LIKE

We’re proud of our diverse global team, all working in a collaborative environment and happy to share these common values:

•Collaboration: Brilliant jerks can be brilliant elsewhere.

•Impact: Do, get it done, and create impact.

•Passion: Be positive, bring passion and energy.

•Transparency: A transparent team can help each with other.

Join the A-Team and experience the A-Life!

A SNAPSHOT OF YOUR ROLE

Join the A-Team and experience the A-Life!

Technical Support Agent Level 1
Mandaluyong City, Philippines
Reporting to: Team Leader

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. As a Technical Support Representative, your role is vital in keeping our customers happy and contributing to our organization’s growth and success.

A SNAPSHOT OF YOUR ROLE

You’re the genie that fulfils our customer’s needs.

As a Technical Support Representative, you’ll represent the account and interact with clients through resolving product or service problems and ensure they are addressed in a timely and efficient manner. You use empathy, patience and passion, coupled with product knowledge to effectively resolve the customers’ needs. Your day could see you:

·       Resolve product or service problems by clarifying the customer's concern, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, following up to ensure resolution

·       Provide tailored-fit solution based on customer’s needs – Solution Specialist Way

·       Answer customer inquiries and transfer calls to the appropriate department as necessary

·       Ensure customer satisfaction by providing exceptional customer service

·       Create, maintain and update customer records with complete and accurate information

·       Contribute innovative ideas in the improvement of the customer journey

·       Ensure quality and standards, policies and procedures are maintained at all times

·       Perform other related duties as assigned by management

·       Championing team culture based initiatives such as the client's way

·       Handle complex cases and manage complaints that may occur through repeat interactions

A BIT ABOUT YOU

·       Basic understanding of home internet service and set up – Solutions Specialist Way

·       A solutions provider with a “CAN DO” attitude

·       Good organizational skills and the ability to multitask and prioritize

·       Excellent verbal and written communication skills

·       Problem solving and decision-making skills

·       Displays strong complaints handling and negotiation skills

Join the A-Team and experience the A-Life!

A SNAPSHOT OF YOUR ROLE

We are looking for an OS&D Coordinator to enhance the delivery experience and to provide delivery execution solutions to our accounts

• Taking inbound and outbound calls for customers to handle service issues regarding their mobility device and or account
• Understanding customer business challenges.
• Developing the solution and designing the architecture to solve the customer need.
• Establishing business cases and helping customers choose our solution.
• Provide excellent customer service
• Take ownership until issue is resolved
• Coordinating with order writers, engineer and customer to provision orders timely.
• Handle all calls with courtesy and professionalism
• Research required information using available resources
• Manage and resolve customer complaints 
• Achieve Sales Target

A BIT ABOUT YOU

• Must have good communication skills - Preferred Berlitz score of C1, min accepted a B2.
• Typing of 25 words a min.
• Minimum 6 months exp in a BPO, preferred 1 year in an Inbound/Outbound Voice Process (pref with Sales/Unsell/Retention/CX) experience.
• Customer Service background
• Proficient in English
• Excellent verbal and written communication skills
• Active listening skills
• Organizational skills
• Sound judgement
• Flexibility and adaptability
• Resilience and the ability to work under pressure
• Interest to interact with people 

WHAT SUCCESS LOOKS LIKE

• High customer satisfaction.
• Excellent feedback from customers.
• Achievement of KPIs.

WHAT WE VALUE

We are proud of our diverse global team, all working in a collaborative environment and happy to share these common values:

• Collaboration: Brilliant jerks can be brilliant elsewhere.
• Impact: Do, get it done, create impact.
• Passion: Be positive, bring passion and energy.
• Transparency: A transparent team can help each with other.

Join the A-Team and experience the A-Life!

POSITION DESCRIPTION

SENIOR MANAGER, COLLECTIONS & FINANCE OPERATIONS
Metro Manila, Philippines

Reports to: Retail Collections Manager, Vocus (Australia)
 

We’re an award-winning global outsourcer providing a suite of contact centre and back office services. We’re proud of our success as Australia’s largest outsourcer to the Philippines and as our Senior Manager, Collections & Finance Operations you’ll continue to drive success for our accounts through leading people and projects for the campaign whilst promoting continuous improvement in a high-performance culture.

A SNAPSHOT OF YOUR ROLE

• Oversight of call centre performance with key focus on collection targets and reducing delinquency on a receivables portfolio of over $50m
• Coaching and mentoring Team Leaders reporting to the role, with an emphasis on facilitating their development and their ability to generate improvements in team quality, efficiency and effectiveness
• Modelling and actively promoting a culture of innovation, challenging the status quo to ensure the business continues to grow and evolve
• Effectively leading the team with a collaborative approach that promotes team synergy and improves staff engagement
• Overseeing operational systems and processes, while actively seeking opportunities for innovation to drive achievement of business objectives
• Anticipating and tracking operational risks and trends to provide strategic solutions, optimising processes and their execution
• Raising and addressing issues and conflicts, removing barriers, resolving issues of medium complexity involving stakeholders and escalating to appropriate level when required
• Managing day to day operations within the Collections department, including recruitment, training, development, engagement, retention, performance of the team, and any changes to the operating model as required
• Effectively managing budgets and resource schedules
• Together with AU leadership, playing a significant role in long-term planning, project status reporting, and effectively driving change management and process improvement initiatives
• Completing reasonability testing and information validation prior to circulating findings and recommendations to key stakeholders
• Working closely with the management team to ensure all operational, administrative, and regulatory/compliance functions are being properly executed
• Seeking and responding to feedback with prompt and appropriate actions to deliver improvement
• Collaborating with team members and stakeholders to ensure seamless business execution, reinforcing positive morale, and upholding company values
• Overseeing and reporting weekly, monthly, quarterly, and annual metrics, providing thorough analysis and subsequent action planning
• Establishing and maintaining strong stakeholder relationships, and acting as point of contact for IT, BI, CC&OE, HR and other support functions

A BIT ABOUT YOU

• Strong leadership and influencing skills, with demonstrated experience in developing and leading high performing teams
• Minimum 5 years’ management experience, running a critical business function with multiple teams, products and operating requirements. Process transformation experience is required.
• Proactive, strategic thinker with an innovative approach
• Proven experience in effective coaching and development of emerging leaders
• Detail oriented and analytical, able to interpret data, identify trends, and make suggestions for improvements
• Methodical approach to problem-solving, with tenacity to work continuously toward a suitable solution
• Excellent decision-making skills, backed up with the ability to justify reasoning and take accountability for results
• Ability to work with confidential and time sensitive issues
• Ability to plan, organise, track and coordinate initiatives
• Must possess a professional, courteous, and resilient attitude
• Proven track record of meeting targets and delivering tangible outcomes
• Excellent interpersonal communication and organisational skills
• Ability to build productive business relationships with peers, direct reports and stakeholders.

WHAT SUCCESS LOOKS LIKE

• Individual and portfolio Key Performance Indicators at or above target
• Engaged and enthusiastic teams
• Reduced attrition and absenteeism
• Strong relationships within Acquire, with Vocus leadership and with other stakeholders
• Completion of initiatives within required timeframes
• Improved efficiency and effectiveness of team members
• Reduction in Telecommunications and Energy Ombudsman complaints

WHAT WE VALUE

We’re proud of our diverse global team, all working in a collaborative environment and happy to share these common values:

• Collaboration
• Impact
• Passion
• Transparency

Join the A-Team and experience the A-Life!

POSITION DESCRIPTION

Position Title: Employee Engagement Officer

Location: Metro Manila Reporting to: Country Manager

As the Employee Engagement Officer, this role works to improve the level of engagement, satisfaction, and commitment among employees in our organization and assumes complete accountability for designing and implementing strategies and initiatives that foster a positive work culture and enhance the overall employee experience such as Virtual and in-person events. Creativity and relationship-building skills with employees, business leaders, and the community is vital for this role.

A SNAPSHOT OF YOUR ROLE
• Leads in developing strategies, budgeting, and initiatives to promote and achieve a culture of excellence and employee engagement.
• Leads in the development and delivery of the organization’s calendar of activities such as Birthdays, Anniversaries, Monthly Events, Community Service, and other morale-building activities.
• Interact and collaborate effectively and positively with individuals of all levels of the organization, including the employees themselves to ensure the organization is showing appreciation and recognition for its employees.
• Work with the Marketing team and other related departments for site-wide communications, promotional materials, upcoming events, activities, and social media posting.
• Utilise appropriate and available communications channels to ensure key messages reach target audiences at agreed intervals, in line with corporate guidelines.
• Keep accurate records, produce reports and provide statistical data for analysis and performance management purposes.
• Expected to support key internal and external relationships with (but not limited to):

o Suppliers
o Change & Capability Team
o Manila Operations
o Internal business counterparts

A BIT ABOUT YOU
• At least 3 years of Employee Engagement experience
• Experience in BPO setting is a plus!
• Good communication skills
• Must be willing to work onsite

WHAT WE VALUE
We’re proud of our diverse global team, all working in a collaborative environment and happy to share these common values:
• Collaboration
• Impact
• Passion
• Transparency

Join the A-Team and experience the A-Life!

A SNAPSHOT OF YOUR ROLE

We are looking for an OS&D Coordinator to enhance the delivery experience and to provide delivery execution solutions to our accounts

• Taking inbound and outbound calls for customers to handle service issues regarding their mobility device and or account
• Understanding customer business challenges.
• Developing the solution and designing the architecture to solve the customer need.
• Establishing business cases and helping customers choose our solution.
• Provide excellent customer service
• Take ownership until issue is resolved
• Coordinating with order writers, engineer and customer to provision orders timely.
• Handle all calls with courtesy and professionalism
• Research required information using available resources
• Manage and resolve customer complaints 
• Achieve Sales Target

A BIT ABOUT YOU

• Must have good communication skills - Preferred Berlitz score of C1, min accepted a B2.
• Typing of 25 words a min.
• Minimum 6 months exp in a BPO, preferred 1 year in an Inbound/Outbound Voice Process (pref with Sales/Unsell/Retention/CX) experience.
• Customer Service background
• Proficient in English
• Excellent verbal and written communication skills
• Active listening skills
• Organizational skills
• Sound judgement
• Flexibility and adaptability
• Resilience and the ability to work under pressure
• Interest to interact with people 

WHAT SUCCESS LOOKS LIKE

• High customer satisfaction.
• Excellent feedback from customers.
• Achievement of KPIs.

WHAT WE VALUE

We are proud of our diverse global team, all working in a collaborative environment and happy to share these common values:

• Collaboration: Brilliant jerks can be brilliant elsewhere.
• Impact: Do, get it done, create impact.
• Passion: Be positive, bring passion and energy.
• Transparency: A transparent team can help each with other.

Join the A-Team and experience the A-Life!

QA is an expert in conducting end-to-end monitoring and feedback, reinforcing positive agent behaviors that will result to customer satisfaction, and reforming those that result to negative customer experience.  QA shall be able to assess how transactions are handled, and identify the areas that need improvement.

QA shall ensure that all agent-customer interactions result to positive experience and are performed in accordance to pre-determined compliance guidelines, through, but not limited to:

·         Live or recorded monitoring of agent interactions (both voice and non-voice) ensuring compliance to pre-determined quality guidelines.

·         Meeting the required number of evaluations on a daily, weekly, and/or monthly basis.

·         Provide accurate and impartial judgement on all transaction evaluations.

·         Regular coaching sessions with agents to reinforce good behavior and reform opportunities

·         Reporting of daily, weekly, monthly, and quarterly monitoring scores or any quality-related performance together with root-cause/data analysis and recommended action items.

·         Reporting of critical errors to Operations, Training, and HR, and monitor if the concerned party has completed the relevant corrective action procedures.  

·         Attending administrative hearings and deliberations resulting from the critical error callouts.

·         Facilitating QA rollouts and guidelines orientations for new-hires, and certifying agents prior to official endorsement to Operations.

·         Collaborating with Operations and Training in developing the technical and soft-skills of agents through coaching sessions, QA orientation, calibration sessions, rewards and recognition projects, etc.

·         Attending and facilitating calibration sessions, and sending relevant minutes and variance reports after each session.

·         Liaising with clients, and other internal groups as needed, on the creation/update of monitoring/compliance/knowledge-based tools and guidelines, etc.

·         Reporting agent and transaction compliance trends to the Quality Manager and/or QA Supervisor.

·         Identifying trends and opportunities for additional training or corrective action as needed and share feedback with immediate supervisor, Operations, and Training.

·         Taking proper action on disputes filed against transaction evaluations.

·         Participating in internal and external client meetings and performance reviews.

·         Participating in process improvement designs related to quality, technology (CRM/KRM), agent-customer interaction flows, etc.

·         Reviewing and submitting exceptional calls to be pooled for the good call library.

·         Performing physical or information security audits, and telecommunication line quality, and floor background noise as needed

Performing other duties as requested or required by the Quality Manager or QA Supervisor, including taking in calls and/or providing back office services.

Join the A-Team and experience the A-Life!

QA is an expert in conducting end-to-end monitoring and feedback, reinforcing positive agent behaviors that will result to customer satisfaction, and reforming those that result to negative customer experience.  QA shall be able to assess how transactions are handled, and identify the areas that need improvement.

QA shall ensure that all agent-customer interactions result to positive experience and are performed in accordance to pre-determined compliance guidelines, through, but not limited to:

·         Live or recorded monitoring of agent interactions (both voice and non-voice) ensuring compliance to pre-determined quality guidelines.

·         Meeting the required number of evaluations on a daily, weekly, and/or monthly basis.

·         Provide accurate and impartial judgement on all transaction evaluations.

·         Regular coaching sessions with agents to reinforce good behavior and reform opportunities

·         Reporting of daily, weekly, monthly, and quarterly monitoring scores or any quality-related performance together with root-cause/data analysis and recommended action items.

·         Reporting of critical errors to Operations, Training, and HR, and monitor if the concerned party has completed the relevant corrective action procedures.  

·         Attending administrative hearings and deliberations resulting from the critical error callouts.

·         Facilitating QA rollouts and guidelines orientations for new-hires, and certifying agents prior to official endorsement to Operations.

·         Collaborating with Operations and Training in developing the technical and soft-skills of agents through coaching sessions, QA orientation, calibration sessions, rewards and recognition projects, etc.

·         Attending and facilitating calibration sessions, and sending relevant minutes and variance reports after each session.

·         Liaising with clients, and other internal groups as needed, on the creation/update of monitoring/compliance/knowledge-based tools and guidelines, etc.

·         Reporting agent and transaction compliance trends to the Quality Manager and/or QA Supervisor.

·         Identifying trends and opportunities for additional training or corrective action as needed and share feedback with immediate supervisor, Operations, and Training.

·         Taking proper action on disputes filed against transaction evaluations.

·         Participating in internal and external client meetings and performance reviews.

·         Participating in process improvement designs related to quality, technology (CRM/KRM), agent-customer interaction flows, etc.

·         Reviewing and submitting exceptional calls to be pooled for the good call library.

·         Performing physical or information security audits, and telecommunication line quality, and floor background noise as needed

Performing other duties as requested or required by the Quality Manager or QA Supervisor, including taking in calls and/or providing back office services.

Join the A-Team and experience the A-Life!

QA is an expert in conducting end-to-end monitoring and feedback, reinforcing positive agent behaviors that will result to customer satisfaction, and reforming those that result to negative customer experience.  QA shall be able to assess how transactions are handled, and identify the areas that need improvement.

QA shall ensure that all agent-customer interactions result to positive experience and are performed in accordance to pre-determined compliance guidelines, through, but not limited to:

·         Live or recorded monitoring of agent interactions (both voice and non-voice) ensuring compliance to pre-determined quality guidelines.

·         Meeting the required number of evaluations on a daily, weekly, and/or monthly basis.

·         Provide accurate and impartial judgement on all transaction evaluations.

·         Regular coaching sessions with agents to reinforce good behavior and reform opportunities

·         Reporting of daily, weekly, monthly, and quarterly monitoring scores or any quality-related performance together with root-cause/data analysis and recommended action items.

·         Reporting of critical errors to Operations, Training, and HR, and monitor if the concerned party has completed the relevant corrective action procedures.  

·         Attending administrative hearings and deliberations resulting from the critical error callouts.

·         Facilitating QA rollouts and guidelines orientations for new-hires, and certifying agents prior to official endorsement to Operations.

·         Collaborating with Operations and Training in developing the technical and soft-skills of agents through coaching sessions, QA orientation, calibration sessions, rewards and recognition projects, etc.

·         Attending and facilitating calibration sessions, and sending relevant minutes and variance reports after each session.

·         Liaising with clients, and other internal groups as needed, on the creation/update of monitoring/compliance/knowledge-based tools and guidelines, etc.

·         Reporting agent and transaction compliance trends to the Quality Manager and/or QA Supervisor.

·         Identifying trends and opportunities for additional training or corrective action as needed and share feedback with immediate supervisor, Operations, and Training.

·         Taking proper action on disputes filed against transaction evaluations.

·         Participating in internal and external client meetings and performance reviews.

·         Participating in process improvement designs related to quality, technology (CRM/KRM), agent-customer interaction flows, etc.

·         Reviewing and submitting exceptional calls to be pooled for the good call library.

·         Performing physical or information security audits, and telecommunication line quality, and floor background noise as needed

Performing other duties as requested or required by the Quality Manager or QA Supervisor, including taking in calls and/or providing back office services.

Join the A-Team and experience the A-Life!

We are looking to hire a spirited director of operations to take our organization's operations to the next level. The director of operations will oversee program day to day operations and guard our values. You will analyze data and metrics to evaluate staff performance, lead and encourage employees to maximize performance, and ensure a strong talent pipeline. You will collaborate with human resources to create and implement succession plans for key management and supervisors and advance cohesion between various internal departments.

To be successful in this role you will ensure the quality of operations and customer service, inspire staff to give their all, and expand the company's footprint and strengthen their reputation. Ideal candidates are ambitious and performance-oriented with exceptional people skills.

Director of Operations Responsibilities:

• Playing a leading role in compiling company budget and growth strategy.
• Executing strategies to optimize company and asset growth.
• Ensuring expertise and effectiveness across operating platforms.
• Creating strategies to challenge theft and stock losses, and implementing initiatives to reduce company costs.
• Reviewing financial reports and take initiatives to reduce cost and increase revenue.
• Driving employees and leading performance reviews, to ensure an engaged and skilled workforce.
• Initiating better business practices.
• Collaborating with leadership to build an environment of collective responsibility and accountability.
• Ensuring adherence to key performance objectives to meet business and customer expectations.

Director of Operations Requirements:

• Bachelor's degree in business administration.
• 3+ years of experience managing a complex sales and service program preferrably US Telco with 500+ FTEs
• Proven ability to manage budgets in a similar role
• Proficient operational and financial acumen.
• Strong ethical leadership abilities.
• Excellent written and verbal communication skills.
• Strong people skills.
• Outstanding organizational skills.
• Ability to make projections three years into the future.

Join the A-Team and experience the A-Life!