(National Capital Reg – Cubao)

* Provides reporting and solicits Witness CIC support for Report and Evaluation issues
* Supports updates to Forms and Evaluations at the request of account management
* Provides audit functions to keep sites within APAC standards and Clients needs
* Maintains and updates Witness Heat ticket Queue
* Maintains and updates business rules for all sites
* Oversees error reports making sure the errors are corrected
* Works with center eSmart and Workforce resources to confirm the correct Team Leads have been setup per client and per TSRs working on those clients
* Moves employees to appropriate groups
* Sets up the business rules, updates employees and groups
* Follows up on HEAT Help Desk tickets for desktop and audio issues, work with site IT Analyst as well
* For new clients, sets up the business rules, the teams, TSRs and contacts
* For new employees, confirms employee information was correctly imported
* May be required to work overtime to support the needs of business

REQUIREMENTS:

* Candidate must possess at least a Bachelor’s/College Degree in Computer Science/Information Technology or equivalent.
* Required language(s): English.
* At least 1 year(s) of working experience in the related field is required for this position.
* Preferably Supervisor / 5 Yrs & Up Experienced Employees specializing in Technical & Helpdesk Support or equivalent. Job role in IT Support/Helpdesk or equivalent.
* 1 Full-Time position available.
* Applicants should be Filipino citizens or hold relevant residence status.
* Must be willing to work night shift.

* Experience: One to three years related experience in a call center environment or equivalent combination of education and experience. Experience in handling eWitness or NICE call recording system.

* Skills, Knowledge, & Abilities: Strong project management skills required; demonstrated proficiency with window based applications including Access and Excel; must be detail oriented, organized, analytical, and have the ability to problem solve; experience in call recording system or e-witness system.
* Provides reporting and solicits Witness CIC support for Report and Evaluation issues
* Supports updates to Forms and Evaluations at the request of account management
* Provides audit functions to keep sites within APAC standards and Clients needs
* Maintains and updates Witness Heat ticket Queue
* Maintains and updates business rules for all sites
* Oversees error reports making sure the errors are corrected
* Works with center eSmart and Workforce resources to confirm the correct Team Leads have been setup per client and per TSRs working on those clients
* Moves employees to appropriate groups
* Sets up the business rules, updates employees and groups
* Follows up on HEAT Help Desk tickets for desktop and audio issues, work with site IT Analyst as well
* For new clients, sets up the business rules, the teams, TSRs and contacts
* For new employees, confirms employee information was correctly imported
* May be required to work overtime to support the needs of business

For more information about our company, visit our website at: http://www.apaccustomerservices.com

Preference will be given to candidates who APPLY ONLINE.

Interview invitations and status updates may be sent via email so please check your email regularly.

APAC Customer Services, Inc.
Lot 1 Cyber Park Araneta Center Cubao Quezon City 1770.
Website: http://www.apaccustomerservices.com

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