---ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE--- POSITION TITLE: Instructor Senior Analyst WORK SETUP: Return to Office RESPONSIBILITIES: • Proactive and inquisitive candidate required with clear and precise communication, written and oral skills • Market /vertical knowledge of Retail and Sales • Domain knowledge of International Chat/Voice Service with experience in managing Customer experience metrics with upsell/cross sell • Analytical skills required with an eye for detail • Job requires the candidate to be assertive or influence people, probe for responses and empathize with customers • Ability to coach, connect and motivate team members • Manage project & client SLAs/KPIs • Manage a team of 150 FTE and set of Senior Team Leads /Team Leads • Drive employee morale, performance and productivity • Manage shrinkages and attrition as per the capacity plan • Weekly and Monthly review of performance trends for the span and initiate action plans • Mentor and groom direct reportees on goal setting, RCA and coaching methodology • Be part of client strategic discussions to plan the way ahead for the business • Drive Value Add and cost initiatives • Associate Ops Manager will be aligned with our Customer Support vertically and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. He will also be responsible for closing the fault and complaints within SLA s OTHERS: Project Shift Schedule: Rotation Shift Project Rest Day: Rotation Project/Team Location: Mandaluyong Robinsons Cybergate Tower 2

SKILLS AND QUALIFICATIONS: • At least 2 years’ experience in the field of training/learning • At least 6 months’ Contact Center experience • Individual Contributor • No domain • Retail OR sales experience preferred only, NOT required

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