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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong operational delivery capabilities within a contact center environment, focusing on customer service excellence, adherence to KPIs and SLAs, and effective communication. Proficient in managing risks and issues while maintaining a proactive and detail-oriented approach to service delivery.
Highest-signal resume keywords
Operational DeliveryCustomer OrientationKPI ManagementSAP HR KnowledgeMS Office Proficiency
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Operational Activities ExecutionProcess Knowledge TransferIssue ManagementData Standards ComplianceTicket Closure Management
Soft Skills
Interpersonal SkillsTeam PlayerAdaptabilityDetail-OrientedResults-Focused
Tools & Technologies
MS Office ApplicationsSAP HR
Industry Keywords
Contact Center Support ModelService Delivery FrameworkTier 1 SupportTier 2 SupportCustomer Service
About the role
Key responsibilities & impact- Execute the standard support model for Tier 1 and Tier 2 telephonic and non-telephonic contacts
- Provide direct support on guidelines, procedures, process knowledge transfer, end-to-end view, request status, KPIs, SLAs, help chain, and data standards
- Dispatch Tier 2 queries to appropriate stakeholders and ensure timely ticket closure
- Execute operational delivery activities for the contact center
- Ensure execution of the Contact Center Support Model for all service lines within the H2R service delivery framework
- Provide inputs to manage risks, issues, escalations, and changes cost-effectively and in a timely manner
- Deliver agreed KPIs and SLAs for all Contact Center services
Requirements
What you’ll need- Location: Meycauayan, Bulacan, PH
- Full-time employment
- Bachelor's degree with good scholastic records
- 2+ years of experience
- Strong customer orientation and commitment to quality service
- High sense of urgency in executing operational activities
- Good interpersonal skills and ability to work with minimum supervision
- Ability to work in a fast-paced, highly demanding environment and handle pressure, multiple customers, and competing priorities
- Strong team-player skills and adaptability to different organizational levels
- Proactive, detail-oriented, results-focused, and organized
- System- and process-oriented, with ability to identify critical issues
- Average written and verbal communication skills in English
- Knowledge of MS Office applications
- Knowledge of SAP HR is an advantage