Philippines - Bonifacio Global City

Sourcing Specialist

Job Description:

The Sourcing Specialist is owning leads generation and conversion thru various talent sourcing channels by employing strategic techniques that are in-line with current recruitment trends and goals to ensure the continuous flow of qualified applicants to support Talent Acquisition operations in hiring internally and externally.

Job Responsibilities:

  • Maintain a steady recruitment pipeline and coordinate with potential candidates to effectively generate leads thru internal/external relations
  • Internal and external job postings thru online channels, academic linkages, bulletin boards, and other relevant channels and effectively generate and convert leads
  • Collate and analyze sourcing data to generate reports, statistics and conversion effectively guage all sourcing initiatives and company branding
  • Prepare marketing peripherals and join in different recruitment activities such as floor walks, job caravans, job fairs, academic relations activities
  • Forecast strategic sourcing plan that are in-line with recruitment trends, operations requirements, and seasonality
  • Maintain strong working relationship with both internal and external affiliates (old and new) / partners of the company that goals to build credibility and partnership for improving yields.
  • Monitor the productivity of all sourcing channels to factor-in cost-efficiency
  • Perform other duties as assigned by management.

Job Qualifications:

  • College / Bachelor’s Degree (4yrs)
  • 2 years of relevant working experience in from a BPO set-up (Volume Hiring)
  • Has established networks for feasibility studies and partnerships
  • Tech savvy and computer literate; proficient with the usage of various office applications
  • Good command of the English language both in oral and written form

Payroll Specialist

Job Description: Payroll Specialist

The Payroll Specialist’s responsibilities include collecting and reviewing employee information and working hours, calculating wages, preparing and processing employee payments, and maintaining accurate payroll records.

To be successful as a Payroll Specialist you should be able to investigate and resolve payroll issues and ensure strict compliance with company and regulatory standards. An outstanding Payroll Specialist should also have excellent people skills and a high numerical aptitude.

Payroll Specialist Responsibilities:

  • Collecting time sheet data and payroll information.
  • Entering data into payroll and administrative databases and software programs.
  • Calculating wages, benefits, tax deductions, commissions, etc.
  • Preparing and processing paychecks and cash deposits.
  • Maintaining accurate records of payroll documentation and transactions.
  • Preparing and distributing income statements.
  • Responding to payroll-related inquiries and resolving concerns.
  • Performing account balance and payroll reconciliations.
  • Preparing financial reports for accounting and auditing purposes.
  • Preparing periodic payroll reports for review by management.

Payroll Specialist Requirements:

  • Degree in accounting, business, or a related field preferred.
  • With at least 1 year exposure in the same field or equivalent
  • Experience working in payroll or a similar role.
  • Working knowledge of basic accounting principles and payroll practices.
  • Experience working with accounting and payroll software.
  • Excellent communication and interpersonal skills.
  • Strong organizational and time management skills.
  • High numerical aptitude.
  • Detail-oriented.

Team Leader


  • Understand all organization’s products, services, procedures and guidelines and communicate same to all team members
  • Oversee running and managing a team of associates daily
  • Set targets for all other Team members to meet up with
  • Schedule and organize shift patterns for other team members
  • Prepare forecasts and budgets for the call center
  • Monitor all calls to ensure that due procedures and quality standards are strictly adhered to
  • Facilitate and organize training session for all agents and participate in recruitment of new call center agents
  • Conduct regular review of all associate’s performance and organize training sessions for under performers
  • Submit regular reports to management and seek new ideas and strategies to improve performance at the center
  • Keep up with trends and happenings in the industry and ensuring adherence to industry standards
  • Ensure a safe and harmonious working environment for all other team members and delegate duties to all team members.
  • Coaching and mentoring of assigned Team members




  • Leadership: Oversee other agents whom they would be expected to direct and control. Therefore, they must have excellent leadership skills and abilities
  • Motivation: Know how to devise effective motivational techniques to improve the performance of their team mates
  • Coaching and Mentoring: Great tutors and excellent mentors to their team members
  • Hardworking: to be able to encourage their team members to work harder, they must be hard workers themselves
  • Goal Setting and Achievement: the team leader would also oversee setting goals for others to achieve and therefore, he must be an achiever too
  • Multitasking: l handle multiple tasks at the same time without errors and mistakes.
  • Experience: 2 years of experience in the equivalent role, experience in a Technical Support account is a MUST


Real Time Analyst


  • Monitoring real-time queues and identifying potential issues;
  • Supporting, creating, and overseeing proper documentation of processes and/or employees and ensure adherence to policies and guidelines;
  • Establishing and maintaining communication with clients and/or team members; understanding needs and resolving relevant issues; and
  • Producing solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations.



  • 1-2 years of experience in workforce management preferred
  • Work experience with call center applications
  • Ability to work with MS Office: MS Excel 2010 Advanced Formula and Formula Application
  • Efficient in managing time and keeping track of multiple schedules, meetings, and initiatives
  • Can work independently

WFM Manager (Grade – JL4)

Primary skills:
• Expertise in IEX/Aspect or any other Scheduling & Forecasting tool
• Hands on experience on Avaya CMS(any other tool) report
• Excellent written and verbal communication skills
• Experience in creating forecasting models
• Experience in generating schedule
• Manage the WFM staff in the various workforce management activities

Secondary skills:
• Knowledge on MS Word, MS Powerpoint and MS Access

Roles & Responsibilities:

• Define and create workforce management processes and functions associated with workforce planning
• Analyze past volume and staffing patterns and will implement based on the forecast provided by the client, staff the Service Center to ensure service goals are met across projects
• Oversee all Real-Time and Intra-Day activities to ensure operational and client goals are met across projects
• Ensure all required WFM data is tracked across projects and trended on a continuous basis
• Conduct analysis and recommend solutions to real time performance issues with the operational business units
• Validate forecasting and staff planning across projects
• Interface with Project Managers/ Director as needed for escalation of service impacting issues across projects
• Optimize productivity for the Project, through means of driving shrinkage, idle & AHT across Projects
• Ensure team accurately tracks and manages call center schedule adherence across projects

Customer Service Representative

Job Description:

  • Provide outstanding support to customers with billing, membership and service questions
  • Manage and maintain customer relationships and retain customers through excellent customer care
  • Understand the customer’s needs through effective listening and probing skills.
  • Assist customers in a polite, courteous, and professional manner
  • Work efficiently with high regard for quality
  • Ensure that all customer concerns are followed through to completion in accordance with vision and goal of the program
  • Match customer needs to client services and adhere to processes, work standards, targets, and objectives
  • Focus on the delivery of Key Performance Indicators
  • Ensure that all calls are answered within designated time scales
  • Meet/exceed Customer Satisfaction Score, Average Handle Time, Service Level and other goals set by the client


  • Must be at least 18 years’ old
  • Completed at least 2 years of college, a 2-year vocational course or a 4-year degree course
  • Willing to work in Taguig City
  • Willing to work night or morning shifts and during weekends and holidays

Work Experience:

  • At least 6 months of professional voice customer support experience
  • With email or chat experience highly preferred
  • With retention, inbound/outbound upselling or sales experience

Essential Skills:

  • Exceptional customer support skills
  • Previous phone, email or chat experience (phone and email experience preferred)
  • Excellent verbal and written communication skills
  • Fast and accurate typing
  • Self-motivated
  • Excellent inter-personal skills
  • Basic computer knowledge
  • Aptitude for learning, understanding and conveying services to members
  • Sound knowledge of telephone etiquette

Technical Trainer


  • Deliver New Hire and Calendar Programs
  • Research on Client Products / Services and offer an overall training solution during the RFP stage
  • Play the role of a training consultant and provide end to end training solution during new project   transition & deployment
  • Work with the agents during the Pilot phase, support them during Nesting & ensure smooth transition & safe landing of engineers to Production
  • Participate in training discussions with the client
  • Conduct Technology/ Product  training for new engineers as per the business requirement
  • Administer Training Need Analysis (TNA) /Skill gap assessment and conduct refresher technology training for tenured engineers as per the need
  • Design curriculum, Develop content, lab scenarios & case studies
  • Proactively develop content on new technologies and offer the training through Classroom / Online Portal/ Blended
  • Ensure learner satisfaction, their learning and application on the job
  • Monitor, Track, Measure and Manage effectiveness of training programs
  • Periodically upgrade Knowledge & Skills on new/ emerging technologies and get certified as per the business requirement



Knowledge, Skills and Abilities:

  • Knowledge on Computer Hardware, Architecture, Hardware Components, Ports, Connectors, Standards
  • Desktop Operating System: Windows 8/10, Macintosh O.S 10.X
  • Networking Fundamentals: OSI Model, TCP/IP protocol suite, IP addressing, Subnetting, MAC addressing protocol headers, ARP, ICMP,FTP, DHCP, DNS, DMZ
  • Network Devices : Hubs, Switches, Routers, Modem, Gateways
  • Utilities: Ping, Traceroute, Nslookup, Netstat, Nslookup
  • Wireless Networking : Wireless Standards, Architecture, security
  • VoIP technology added advantage

Other Skills:

  • Exhibits strong interpersonal skills
  • Client interfacing skills
  • Excellent Presentation and Delivery Skills
  • Must have good organizational and prioritizing skills
  • Ability to cope with stress and to remain calm in all situations and provide results based on the given task


  • Graduate in any Discipline
  • Must have a minimum of 5- 6 years working experience preferably in BPO or related industry, providing Technical support to the clients or customers with experience in Training.
  • A+/ CCNA/ N+ or any other relevant certification will be an added advantage

Recruitment Specialist


  • End to end Account Management for Volume and Technical Hiring
  • Ensure effective, efficient, and consistent implementation of client and policies
  • Promote and develop continuous improvement and value-creation initiatives benefiting the business, and employees
  • Conducts in-depth interviews,
  • Evaluates and examines the skills and competencies of candidates
  • Profiles candidates based on specified competencies and qualifications
  • Participates in calibration meetings and communicates the needs/demands of hiring accounts
  • Facilitates and discusses job offers
  • Prepares daily and weekly reports based on function and need
  • Performs other tasks that superiors may assign (e.g. call-outs, invites, attending orientations and job fairs, etc.)
  • Achieves recruitment goals and targets
  • Rotates across different recruitment functions due to need, to promote a robust backup system and maintain the cross-functional skillset of the team


  • extensive experience in BPO Volume and Technical Hiring a must, particularly in account/program management
  • candidate must possess at least a Bachelor’s/College Degree, any field.
  • At least 4 year(s) of working experience in the related field is required for this position
  • can start immediately

Technical Support Representative

Key Tasks:

  • RMAs: creation, oversee, manage returns and confirm fault validity
  • Direct consumer and customer support via telephone and email where required, including entering data onto various Navigation IT systems
  • Constantly seeking out and identifying opportunities to upgrade consumers to the latest product offering
  • Work constructively with regional Service, Product Management and R&D teams to resolve issues
  • Deliver both theory and practical classroom training for Customers
  • Monitor and compose monthly Key Performance Indicator (KPI)


Key Requirements:

  • Technical Support Qualifications: 2 years completed in College
  • Language Skills: Our forecast is for English, On an English program, our agents must have a command of English with an ability to read, analyze and interpret industry magazines, journals, technical procedures and computer products or whatever the program requires. It would also be helpful if the agents possesses the confidence and ability to present detailed information and respond to questions from and Vendor Partner managers and customers. Agents must be able to communicate in English and be easily understood. This should be verifiable based on internal language test results.
  • Reasoning Ability: Listening, interpreting, identifying problems, gathering data, reaching the most appropriate conclusions, reading technical diagrams and dealing in the abstract are all important qualities and abilities the Customer Care agent should have. Also numbered among those things that are important, the ability to articulate their findings or conclusions back to the customer they are helping.
  • Skill and Knowledge: Computer skills are essential. Strong computer skills are required including familiarity with Windows-based programs such as Microsoft productivity tools (e.g., Excel, Word and Outlook)
  • Friendly, Helpful and Eager to Please: The customer care agent must possess common courtesies such as empathy and building rapport with customers.
  • Flexibility and the ability to keep up with the pace. We move quickly and need our Customer Care agents to move with us.

Operations Manager


  • Provides leadership for Operations including planning, coaching, recruitment, selection, performance development and mentoring
  • Monitor staff performance, works with employees to implement goals and document progress.
  • Manage resources in a cost-effective, innovative manner including assisting subordinates in effective use of resources and tools.
  • Manage staff to ensure all duties are performed in an accurate and timely manner.
  • Develop and implements department policies and procedures.
  • Ensure deadlines and production schedules are met and reallocates workloads as necessary.
  • Perform resource planning and allocation and supports direct reports in meeting work requirements.
  • Assess strengths and development needs of employees and provides challenging assignments and opportunities for development.
  • Manage team expenses within budget constraints and provides financial and quantitative information in support of group and company reporting and goals.
  • Execute company policies and practices and serves as a channel for company communications.
  • Assist in managing the computing environment to protect the production applications critical to the success of the business.
  • Deliver a computer operations environment that meets all service level agreements, e.g., 24/7 availability, response time parameters, etc. and availability targets.
  • Assist other IT management team members to establish strategies and priorities for overall IT operations by analyzing and understanding the current and future IT operation needs.
  • Develop and recommend tactical and strategic plans for information processing operations.
  • Identify and recommend cost-saving and continuous improvement initiatives within the information processing area.
  • Ensure all backup and recovery and disaster recovery processes will meet or exceed business requirements.
  • Develop and maintain team standards and procedures that support departmental standards and procedures.
  • Manage internal and external communications/escalations on issues.
  • Understand processing environments for supported products and services.
  • Utilize variable staffing models, which includes contractor and co-source models, processes/practices.
  • Encourage inter-team, inter-department and inter-organizational teamwork to accomplish goals and objectives.
  • Other related duties assigned as needed.


  • Experience in Service Delivery and Operations management or outsourcing project
  • Strong management, organizational, team building, coaching and mentoring skills.
  • Strong business skills, industry knowledge, financial management and planning skills, long-term vision, and executive presence.
  • Considerable knowledge of all operations lifecycle phases (e.g., requirements definition, risk management, implementation, deployment, maintenance).
  • Considerable knowledge of IT production administration and operations activities and control.
  • Technical knowledge of information technology networks, systems, peripherals and software applications.
  • Ability to formulate, implement and evaluate plans, programs, and procedures applicable to the information processing operations.
  • Proven ability to function in an environment that requires flexibility, good judgment and sound decision-making, often based on limited information and/or under extreme conditions.
  • Communicates ideas both verbally and in written form in a clear, concise, and professional manner appropriate to audience including executive levels.
  • Requires the ability to establish and maintain effective working relationships with all levels of management (internally/externally), employees, clients and public.
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