Education
Four-year college degree or equivalent directly related work experience.
Experience Target: Minimum of two years in similar role as people manager and process owner, or more than two years of Quality experience demonstrating knowledge of call center operations, goals and processes.
Skills
Basic facilitation Skills.
Superior people management and performance improvement/coaching skills.
Excellent English literacy and communication skills (verbal, written, presentation).
Planning and project/time management skills.
Advanced presentation and negotiation skills.
Intermediate proficiency with MS Office applications, including Outlook, Word, Excel, and PowerPoint
Knowledge/Abilities
Advanced knowledge in program evaluation, and developing and conducting analysis using a variety of methodologies.
Expert Product and Systems Knowledge (including QA systems, processes and methodologies).
Strong customer service orientation with a proven ability to respond quickly to changing business requirements.
Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds.
Ability to build and maintain effective relationships with client representatives.
Ability to communicate effectively with high-level management within Foundever and with the client in to build strong relationships and encourage confidence.
Collaborative, consultative, empowering decision making style
Analyzing performance and determining appropriate actions
Handling performance issues within the Philippine environment and culture
Proven ability to analyze performance data and identify performance trends
Ability to problem solve through selection of appropriate information, procedure and technique to achieve effective resolution.
