Team Manager (Marikina City)
(Marikina City)

Responsibilities:

* Providing positive, consistent, fair and committed leadership to the team
* Actively pursuing a team environment focused on the achievement of the project’s high quality standards and high performance goals.
* Recognizing their team’s deficiencies and developing action plans to overcome them.
* Meeting monitoring goals and completing related reports
* Providing effective feedback and coaching to the agents
* Recommending innovative suggestions on incentive programs to motivate floor staff
* Providing coverage on the floor as directed
* Other duties and projects as required.

Requirements:

* Management and/or call center experience preferred
* 2+ years related experience and/or training; or equivalent combination of education and experience
* Experience in budget, forecasts and expense management desired
* Assertive self starter who can work independently, yet function in a team environment
* Excellent organization, planning, time management and analytical skills. Strong team building, interpersonal, communication, and motivational skills
* Ability to lead and supervise in a fast paced, rapidly changing environment while managing multiple priorities
* Ability to manage a diverse workforce
* Applicants should be Filipino citizens or hold relevant residence status.
* Full-Time positions available.

Just some of the great benefits we offer:

*
o Attractive Base Pay
o Promote-From-Within Policy
o Employee Referral Bonuses

NCO
4th. Floor Eugenio Lopez Jr. Communications Center Mother Ignacia St., Quezon City —-.

IT Help Desk Analyst

RESPONSIBILITIES:

* The Helpdesk Analyst provides “live voice” front-line support for the Corporate Technology Support Center. The Analyst is responsible for receiving calls from Internal Customers (field or corporate) concerning the operation of their business line systems as well as overall operation of their workstations (PCs, terminals, Thin-Client, etc.). Incoming calls are prioritized and, if necessary, forwarded (referred) to the appropriate Level II support team for resolution. The Helpdesk Analyst (Level I) is responsible for documenting, in detail, all calls from End-users, including problem description, course of action taken to investigate the problem, and final problem resolution.

REQUIREMENTS:

* Candidate must possess at least a Bachelor’s/College Degree
* In-depth knowledge of PC/Workstation and Business Line System Support in a Corporate End-user environment
* Strong technical background in areas of networking, desktop operating systems, network printing and desktop application.
* General understanding and experience in common desktop management concepts such as local profiles, roaming profiles and software distribution.
* Intermediate Active Directory user administration experience.
* Support of Custom/In-house developed Software Applications
* Broad knowledge of computer, networking and software
* fundamentals.
* Experience working with multiple workstation types/components (i.e. PCs, terminals, printers, modems, network interface cards, etc.)
* Phone support and troubleshooting of both desktop and laptop/mobile hardware and software components
* Ability to handle high call volumes and multitask
* Able to demonstrate tact and sensitivity in communicating with End-users while assisting in the resolution of problems
* Strong customer service skills
* Strong investigation and problem solving skills
* Strong interpersonal skills – including strong verbal and written communication skills
* Ability to interact with individuals on all organizational levels
* Ability to work within a team
* Desire for continuous improvement of computer skills
* Willingness to take on additional duties (self motivating)
* Microsoft MCP, MS Office Specialist (MOUS), CompTIA A+, Network+, Security+ certification an advantage
* Amenable to work in shifting schedule
* Applicants should be Filipino citizens or hold relevant residence status.
* Willing to work in Fort, Taguig
* Can to start immediately

NCO
4th. Floor Eugenio Lopez Jr. Communications Center Mother Ignacia St., Quezon City

HR Specialist (Leaves Administration)
(National Capital Reg – Quezon City)

RESPONSIBILITIES:

* Administer the leave process for NCO’s international sites, specifically Canada and other locations as assigned.
* Maintain daily interaction with employees, site management, site Human Resource personnel, and Corporate Payroll and Benefits department communicating international leave policies, procedures, and governmental regulations.
* Follow NCO’s corporate policies and procedures and governmental regulations to ensure legal compliance in the administration of leaves and accommodation requests.
* Process leave and accommodation requests for international employees and manage continued administration through return to work or termination of employment.
* Act as liaison to third party vendors to process disability, employment insurance, and other related claims as appropriate. Provide employment information and assistance with resolution of claim issues.
* Maintain working knowledge of all government leave, accommodation, and disability laws and regulations for NCO’s international locations.
* Develop and maintain accurate international leave, disability, and accommodation files, both hardcopy and electronic.
* Provide status reports to management regarding leave, disability, and accommodation activity.
* Perform general administrative and filing duties as needed.
* Maintain knowledge of functional area and company policies and procedures.
* Provide feedback to management concerning possible problems or areas of improvement.
* Make recommendations to implement improved processes.
* Perform other duties as assigned by management.

REQUIREMENTS:

* Bachelors Degree in Human Resources or Business Administration or equivalent work experience preferred.
* 1-2 years related experience preferred.
* Fluent in reading, writing, and speaking English.
* Knowledge and experience in administering leave, disability and accommodation policies and procedures.
* Ability to use independent judgment and thorough understanding of international employment, leave, disability, accommodations, and insurance regulations.
* Strong skills in a Windows environment using Microsoft Office including Access.
* Ability to maintain highest level of confidentiality.
* Excellent interpersonal, written, and oral communication skills.
* Ability to work in a team fostered environment.
* Ability to work in multi-tasked environment.
* Ability to prioritize and organize work.
* Ability to adapt to a flexible schedule, willing to work overnight shifts.
* Applicants should be Filipino citizens or hold relevant residence status.

NCO
4th. Floor Eugenio Lopez Jr. Communications Center Mother Ignacia St., Quezon City

Quality Supervisor (Clark, Pampanga)

RESPONSIBILITIES:

* Assist in recruiting, hiring and training of new Quality Specialist.
* Coach and develop Quality Specialist to ensure they perform their roles effectively and efficiently and are provided with adequate challenges to enhance job satisfaction.
* Ensure Quality Specialist receive appropriate training and support to achieve productivity, performance and accuracy standards in areas including call evaluation, calibration, reliability, internal Quality Specialist auditing, Quality Specialist training, and other areas as needed.
* Provide accurate, timely, and effective employee information and feedback
* Build solid productive relationships within department, Operations, and peers
* Facilitate Internal Calibrations.
* Communicate changes to Quality team.
* Comply with HR policies and procedures.
* Conduct and attend service training related to improving center Quality and overall performance.

REQUIREMENTS:

* Candidate must possess at least a Bachelor’s/College Degree , Post Graduate Diploma / Master’s Degree or Professional
* Excellent performance and attendance in current role
* Excellent time management skills
* Strong verbal / written communication skills
* Professional customer service skills & a positive attitude
* Attentive to detail
* Excellent organizational and interpersonal skills
* Demonstrated multi-tasking with ability to work in a fast-paced environment
* Ability to work independently as well as in a team
* Coaching experience highly desirable
* Must be available to work flexible hours to support hours of operation
* Must have successfully completed initial training.
* Must be detail oriented.
* Must possess strong written and verbal communication skills.
* Ability to type quickly.
* Must be committed to keeping information obtained through monitoring confident.
* Willing to work weekends (will still get two consecutive days off).
* Must be willing to relocate in Clark, Pampanga.
* Applicants should be Filipino citizens or hold relevant residence status.

NCO
Eugenio Lopez Jr. Communications Center Mother Ignacia St., Quezon City
Website: http://www.ncogroup.com

(National Capital Reg – Quezon City)

RESPONSIBILITIES:

* Recommends system and procedures in procurement of office furniture and supplies to ensure efficient property procurement.
* Maintenance of aircon units, UPS, panel boards, generator units
* Maintenance and repair of office equipment and building fixture and utilities such as changing electric lights and other simple carpentry works
* In charge of employee locker assignments
* Handles the actual inventory of all office furniture and fixtures by putting property tags on equipment, recording and monitoring stock deployment for property accountability, and updating and maintaining a database of all accountable properties and recommends disposal of unserviceable equipment to effectively monitor stock movement.
* Conducts periodic inventory control of the inventory status of stocks.
* Prepares inventory reports and other reports on supply management activities as required by management.
* Oversees the provision of janitorial and security services by giving assignments, monitoring accomplishment of work and checking the utility crew’s work for thoroughness to ensure cleanliness in Company premises.
* Attends to employee concerns on security and the conduct / behavior of security personnel; and address these concerns on a timely manner.
* Aircon maintenance, ups, panel boards, Gen sets, security, locker tagging, changing light bulbs (check technical ability and process, what processes they do)
* Electrical background a plus in checking panel boards

REQUIREMENTS:

* Candidate must possess at least a Bachelor’s/College Degree in Engineering (Mechanical), Engineering (Electrical/Electronic), Engineering (Others), Engineering (Environmental/Health/Safety) or equivalent.
* At least 2 year(s) of working experience in the related field is required for this position.
* Preferably 1-4 Yrs Experienced Employees specializing in Engineering – Electrical or equivalent. Job role in Electrical Technician/Support or equivalent.
* Applicants must be willing to work in Quezon City.
* Applicants should be Filipino citizens or hold relevant residence status.
* Full-Time positions available.

NCO
Eugenio Lopez Jr. Communications Center Mother Ignacia St., Quezon City
Website: http://www.ncogroup.com

RESPONSIBILITIES:

* Real Time Staff Management
* monitor staffing levels vs. requirements using software tools
* maintain software tools with historical data
* adjust staffing to balance actual staff vs. required staff
* clearly communicate direction to the call floor for execution, management and client
* cleanly document directives and actions taken
* Exception Entry
* approve or deny ad-hoc requests for schedule adjustments based on business need
* maintain scheduling software/agent schedules by entering exceptions as they occur into the software

REQUIREMENTS:

* Bachelor’s Degree
* 1 year of call center experience (not essential to be all in workforce)
* Strong PC skills ( Microsoft Office – excel, word, Outlook)
* Excellent communication skills
* Ability to make firm decisions
* Ability to multi-task
* Strong analytical thinking
* Ability to receive constructive criticism
* Positive outlook
* Ability to work in stressful situations while maintaining composure
* Proactive approach
* EWFM scheduling tool
* Must be willing to work in The Fort, Taguig
* Applicants should be Filipino citizens or hold relevant residence status.

NCO
Eugenio Lopez Jr. Communications Center Mother Ignacia St., Quezon City —-.
Website: http://www.ncogroup.com

(Clark, Pampanga)

RESPONSIBILITIES:

1. Providing leadership to subordinates amongst them, Supervisors and Customer Service Representatives.
2. Analyzing data and making adjustments in order to ensure prompt and effective completion of client programs.
3. Prioritizing and scheduling programs to meet client goals.
4. Developing and implementing appropriate personal objectives that support each fiscal year’s department objectives and the overall company business plan.
5. Monitoring Service Level.
6. Arranging Coverage of Supervisors.
7. Monitoring overtime and extra hours, monitors schedules and schedule changes to meet business needs.
8. Conducting meetings with Supervisors to monitor daily and weekly reports.
9. Counseling Customer Service Representatives.
10. Conducting termination of subordinates.
11. Coordinating and delegating special programs and projects.
12. Attending meetings with Management concerning client issues.
13. Assisting Supervisors with questions and requests.
14. Effectively, conducts yearly performance reviews for subordinates in accordance with company policy.
15. Compiling and enforces Federal, State and local Employment Laws as well as company policies and procedures.
16. Help train, and develop representatives and service development bays.

REQUIREMENTS:

Candidate must possess at least a Bachelor’s/College Degree in any field.
At least 1-2 year(s) of working (Management) experience in the related field is required
Applicants should be Filipino citizens or hold relevant residence status.
Preferably Assistant Manager / Managers.
Full-Time positions available
Must be willing to be assigned/relocated in Clark, Pampanga
Has proven customer service track record required.
Has the ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manual. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Has the ability to work with mathematical concepts. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
Has the ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or scheduled form.
Must have Excellent communications skills, flexibility, leadership skills, time management and analytical skills.

NCO
Eugenio Lopez Jr. Communications Center Mother Ignacia St., Quezon City
Website: http://www.ncogroup.com

RESPONSIBILITIES:

* Design technical solutions to enable interface between Client and NCO systems.
* Develop and implement programming codes to meet designed interface solutions between NCO and Client systems.
* Perform unit testing to ensure viability of programming through validating individual units of source codes, script, and/or architecture.
* When requested, required to perform troubleshooting through analysis of code and data, identify system issues and concerns, and provide resolution.
* Advise user departments in computer applications, capabilities, alternative programming approaches, and limitations to resolve specific problems and/or make changes to programs.
* When requested, required to write technical documentation to communicate project status to next phase and/or to provide user instructions to Information Technology (IT) Operations department.
* When requested, required to provide training and direction to junior Programming staff.
* Perform ongoing systems maintenance to update or revise programming needs, or to identify and correct in-house systems applications.
* Knowledge, understanding, and compliance with all applicable Federal, State, and Local laws and regulations relating to job duties.
* Knowledge, understanding, and compliance with NCO policies and procedures.
* Provide feedback to management concerning possible problems or areas of improvement.
* Make recommendations to implement improved processes.
* Perform other duties as assigned by management.

REQUIREMENTS:

* Bachelors Degree in Computer science/Information Systems or equivalent in work experience.
* 1 years of previous programming/work related experience required. 3 years of previous programming/work related experience preferred.
* Depending upon position, programming expertise in one:
* Experience in installation and setup of WSS2.0 & WSS3.0 on various environments required.
* Experience with site administration, such as creating new/sub site, user management, restoration of old backups/versions, and troubleshooting issues required.
* Knowledge of WSS2 to WSS3 Migration, including Migrating sites from WSS2.0 to WSS3.0 and interacting with business users and resolving any migration issues.
* Knowledge of software development such as .Net Development – ASP.Net, C#, SQL Server 2005 & SharePoint API’s preferred.
* Ability to understand and work within set deadlines.
* Ability to work with geographically disbursed team members.
* Exhibit strong attention to detail.
* Ability to maintain the highest level of confidentiality.
* Excellent interpersonal, written, and oral communication skills.
* Ability to work in a team fostered environment.
* Ability to work in a multi-tasked environment.
* Ability to prioritize and organize work.
* Ability to adapt to a flexible schedule.
* Willing to work in Fort Bonifacio, Taguig
* Can start immediately

NCO
Eugenio Lopez Jr. Communications Center Mother Ignacia St., Quezon City
Website: http://www.ncogroup.com

International Leaves Administrator Supervisor

RESPONSIBILITIES:

* Day-to-day supervision and coaching of the Leaves Administration Team. Includes oversight of the team’s daily activities of reporting of disability claims, administration of leave and accommodation requests, resolution of related compliance line and general administrative duties
* Oversees and approves recommendations for purchases of equipment and/or placement of resources to satisfy employee requests for workplace accommodations..
* Point of contact for the Corporate Leaves Administration team to resolve escalated issues, and internal team concerns.
* Address and resolve escalated issues in absence of Leaves Administration Manager when appropriate.
* Escalation point of contact for HR, Benefits, and Payroll personnel, management, employees, legal counsel, 3rd party vendors, and government entities.
* Communicates policy, procedure, and legal interpretations to the global workforce, management, legal counsel, 3rd party vendors, and governmental entities.
* Oversee the development and maintenance of all confidential information, both hardcopy and database files.
* Responsible for respective department’s overall performance and for motivating team to exceed department goals and objectives.
* Accountable for all decisions, actions, and directives with respect to job responsibilities.
* Responsible for progressive discipline with regards to attendance, performance and all aspects of company policy.
* Follow up in a timely manner to ensure customer satisfaction.
* Provide feedback to management concerning possible problems or areas of improvement.
* Make recommendations to implement improved processes.
* Perform other duties as assigned by management.

REQUIREMENTS:

* Related Degree (Human Resources, Risk Management, or Business Administration) or equivalent related work experience.
* 2 years of related/management experience required. 4 years of related/management experience preferred.
* Ability to use independent judgment and has a thorough knowledge of leave/disability regulations for both the US and Canada.
* Ability to coordinate training with sites and adhere to scheduled deadlines.
* Strong personal computer skills in a Windows environment using Microsoft Office including Access.
* Excellent interpersonal, written, and oral communication skills.
* Ability to maintain the highest level of confidentiality.
* Ability to define problems, collect data, establish facts, and draw valid conclusions, to prioritize and work in a multi-tasked environment.
* Ability to prioritize and organize work.
* Ability to adapt to a flexible schedule.
* Ability to work in a team fostered environment.
* Applicants should be Filipino citizens or hold relevant residence status.

NCO
Eugenio Lopez Jr. Communications Center Mother Ignacia St., Quezon City
Website: http://www.ncogroup.com

Language Coach (Clark, Pampanga)

RESPONSIBILITIES:

* Partner with key management personnel across the organization to identify requirements as needed for the development of communication plans and presentations
* Design, develop and execute appropriate communications plans for a variety of projects
* Work with communications colleagues across the organization to identify and leverage opportunities of sharing information and communication strategies
* Track deliverables, milestones, and decisions made for request for changes
* Communicate issues and facilitate discussion for resolutions

REQUIREMENTS:

* Experience in a communications role
* Appreciation for professional writing and grammar
* Ability to question and propose alternatives for communications that need to be developed and delivered.
* Familiarity with the features and benefits of different communications methods.
* Strong organization skills
* Proven ability to operate independently with minimal direction
* Experience with MS Office (Outlook, Word, Excel, and PowerPoint)
* College diploma or university degree in marketing, communications, journalism, or related experience in the field
* Knowledge of plain language principles
* Experience working in a Human Resources environment
* Must be willing to relocate in Clark, Pampanga
* Applicants should be Filipino citizens or hold relevant residence status.

NCO
Eugenio Lopez Jr. Communications Center Mother Ignacia St., Quezon City —-.
Website: http://www.ncogroup.com