Role Purpose
The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs.
Do
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Stakeholder Interaction
Stakeholder Type
Stakeholder Identification
Purpose of Interaction
Internal
Team Leaders
Performance review
HR
Hiring and employee engagement and retention
Training Team
Capability development
Technical Lead
Training, issue escalation/ resolution
External
Client
Query Resolution
Display
Lists the competencies required to perform this role effectively:
- Functional Competencies/ Skill
- Process Knowledge - Knowledge of assigned process, tools and systems - Foundation to Competent
Competency Levels
Foundation
Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance.
Competent
Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.
Expert
Applies the competency in all situations and is serves as a guide to others as well.
Master
Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognized within the entire organization.
- Behavioral Competencies
- Collaborative working
- Problem solving and decision making
- Attention to Detail
- Execution Excellence
- Client (Internal) Centricity
- Effective Communication
Deliver
No.
Performance Parameter
Measure
1.
Process
No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback
2.
Self- Management
Productivity, efficiency, absenteeism, Training Hours, No of technical training completed
§ Analysis of reports including process in submiiting productivity to the management
§ Escalate problems if need be through the devised channels
CANDIDATE SPECIFICATION• The applicant should be a confirmed full-time employee of the organization
• For New Hire at least Senior High (New curriculum) or at least Second year College
• It should be fluent in speaking in TAGALOG and can translate English and Bisaya to Tagalog
• For lateral movement an employee has to complete at least 3 months in his/her current role
• Candidate shall be responsible for all workstream and all products handled by the account
• Minimum educational attainment at least Senior High (New curriculum) or at least Second year College (for lateral/vertical or New Hires)
• Applicant should not have been on a PCCP for the second time in the current role,in the last quarter or current quarter.If the employee has been put on the PCCP for the first time in the current role,he/she is eligible to apply
• Employees can apply for lateral positions as well.
• Before applying please get your LWPs corrected in the system. Employees who have taken one or more than one unauthorized leave in last six months (from the date of Release of this IJP) are not eligible to apply for this IJP.
* A Graduate/Undergraduate of any education course is eligible to apply.
CRITICAL SKILLS REQUIRED § Excellent TAGALOG communication skills
§ Good Interpersonal & people management skills with good problem solving approach.
§ Excellent verbal & written communication & presentation skills
§ Need to have good customer service skills and soft skills with prime focus being on customer satisfaction
§ Good working knowledge of computer i.e., MS-Office, Operating Systems, internet services & Online tools