CS-PAC GLOBAL BPO, INC.
CS-PAC GLOBAL BPO, INC.

Training & Quality Team Manager  

CS-PAC GLOBAL BPO, INC.

  • Las Pinas, Philippines
    Star Mall Building, Philamlife Ave, Las Pinas, Metro Manila, Philippines
    Las Pinas
    Metro Manila
    Philippines
    Philippines
  • Full timeFULL_TIME

Expired 7 years ago

2017-06-30T03:15:07.469703+00:00
Job closed.

Job Description

As a Training & Quality Team Manager, you will achieve results through people and process training, focusing on quality, behaviour and accountability which will form the backbone of our training and coaching strategy. This role is the heart of creating a multi-channel contact centre where greater is focus is placed on proactively building relationship with our customers, and through effective training and coaching, ensuring staff that have the skills and knowledge to resolve contacts at first point of contact which will deliver improvements.

This role includes bridging the gap in terms of communication between CS-PAC and Clients whose first language is Mandarin. He/she will translate communications in Mandarin/English in a business tone and manner when there are issues / disputes being raised by the Company and the clients.

The Training & Quality Team Manager will manage the Training & Quality Teams and works with the Operations Heads in terms of process implementation and other operational procedures to ensure consistency in site performance.

Minimum Qualifications

Education and Work Background

  • Candidate must possess at least a Bachelor’s /College Degree, any field

  • Minimum Two (2) years of working experience in the related field or customer service and exposure in coordinating and communicating to a foreign client

  • Two (2) years previous managerial or supervisory experience in a Quality and Training position and with coaching /mentoring role

  • Proven experience of change management techniques enabling managing change through people, processes and technology

  • Experience of development and delivery of training and training materials

  • Fluent in Mandarin (spoken and written)

  • Must be able to communicate and translate Mandarin in English and vice versa

  • A Filipino citizen or hold relevant residence status

  • Above average of the English command language

  • Project Management experience

  • Willing to work in Las Piňas City

Functional Competencies

  • Knowledge : Systems and Processes – Has high working knowledgeable in system processes and work-arounds, demonstrative skills in MS Office software/programs
  • Data Analysis - Ability to monitor and collect research data to assess accuracy, validity, and integrity both in English and Mandarin language
  • Problem Solving ­- Ability to identify performance trends and gaps, and formulate solutions to eliminate such both in English and Mandarin language
  • Reporting - Able to translate trends into presentable data figures both in English and Mandarin language
  • Communication - Able to communicate with different levels of Management (and/or Client) both in English and Mandarin language
  • Ethics - Fast-learner, resourceful, and reliable
  • Superior interpersonal skills
  • Strong analytical and planning skills
  • Excellent and effective leadership and management skills
  • Above average communication and presentation skills
  • Excellent problem-solving skills
  • Strong work ethics, integrity, flexibility, diversity, customer service orientation

Perks and Benefits

  • Paid HolidaysPaid Holidays
  • Paid Vacation LeavePaid Vacation Leave
  • Paid Sick LeavePaid Sick Leave
  • Paid Bereavement/Family LeavePaid Bereavement/Family Leave
  • Maternity & Paternity LeaveMaternity & Paternity Leave
  • Single Parent LeaveSingle Parent Leave
  • Special Leave Benefits for WomenSpecial Leave Benefits for Women
  • Medical / Health InsuranceMedical / Health Insurance

Required Skills

  • Performance Management and Coaching
  • Change Management
  • Curriculum Design and Development
  • Operations Management
  • Project Management
  • Process Improvement
  • Problem Solving

Jobs Summary

Job Level
Mid-Senior Level / Manager
Job Category
Management and Consultancy
Educational Requirement
Bachelor's degree graduate
Recruiter response to application
Once in a while
Office Address
Star Mall Building, Philamlife Ave, Las Pinas, Metro Manila, Philippines
Industry
Shipping and Logistics
Vacancy
1 opening
Website
http://www.cargofe.com/about/about-us/

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About CS-PAC GLOBAL BPO, INC.

CS-PAC Global BPO Inc. is the first of its kind to support the Freight Forwarding Industry for their back-end office core activities & engagements. We are looking for individuals who have the willpower to be part of our pioneer team and who can join us in experiencing a growing, thriving and expanding company wherein career opportunities & possibilities are available & within reach as the company evolves to its true vision - To be recognized as the only world-class premier BPO for the Freight Forwarding Industry. Visit, Like & Share our FB Careers Page at www.facebook.com/cspacglobalbpoinc and send us your most updated CV | Profile to apply for our cool & awesome vacancies!

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