Process Specialist (ADP)
On-siteAlabang, Calabarzon, Republic of the Philippines
Job Summary
Monitor daily critical metrics and trigger escalation procedures when thresholds are reached to ensure operational goals are met. Stay on top of email and chat engagements, maintain daily dashboards, and prepare reports to analyze real-time performance issues. Act as the point of contact for operations to convey technical difficulties, manage bridge lines, and ensure incidents are escalated and resolved timely. Perform audits, manage handoff emails, and support or rotate to other work towers as needed. Autonomously prioritize tasks, identify process improvements, and recommend solutions to drive implementation.
Required Qualifications
- Amenable with an Onsite Work Setup
- Work Schedule: 8 PM to 5 AM
- MLA
- College level or equivalent work experience
- 1.5 years of relevant process management or working experience in a call center environment
- Proficiency in Google Suite or Microsoft Office with strong Google Sheets/MS Excel skills
- Strong analytical and organization skills
- Creative decision making, able to think outside-the-box real-time as data/information are made available
- Proven ability to work in a fast-paced, iterative cycle with multiple deliverables under schedule deadlines
- Strong communication skills with the ability convey technical concepts in an easy to understand manner
- Strong attention to detail and a sense of urgency in escalating and resolving outstanding issues
- Can work effectively both in a team environment or independently
Desired Qualifications
- Applies sound business Judgment to execution
- customer-first mentality
- Strong collaborative drive with the ability to influence the course of the conversation as needed
- Methodical, procedural and able to work through challenges in the 'gray'
- Calm under pressure, maintains a positive approach specially during discovery/troubleshooting stages
- Highly proficient in both verbal and written communication, able to effectively liaise between different parties
- Has a strong sense of continuity and able to 'fill' the events of the day, asks questions if uncertainties are present
- Able to self-direct, good work ethic, can operate with minimal supervision
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