Senior Executive-Customer Care Non-Voice-Back-End/Non Voice Transaction Processing Complex
Pasay, PhilippinesHybridMid · 5-8 years
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About this role
Key Responsibilities:Recruitment Support
Liaise with various program hiring teams to identify and address recruitment needs (e.g., BGC requirements, staffing gaps, ramp-ups).
Attend calibration sessions and meetings to align on hiring timelines, candidate profiles, and sourcing priorities.
Track and report recruitment progress and escalate bottlenecks when necessary.
Coaching Compliance and Quality Monitoring
Conduct regular spot checks on coaching sessions to ensure compliance and coaching quality.
Review documentation and provide reports on coaching trends and opportunities for improvement.
Engagement Activities
Actively participate in the planning, organization, and execution of employee engagement activities.
Collaborate with HR and site engagement teams to increase participation and enhance employee experience.
Measure and report on engagement metrics and post-event insights.
Pay Disputes Management
Oversee the pay dispute process from escalation to resolution.
Work closely with Payroll, HR, and Operations to ensure timely investigation and closure of cases.
Maintain proper documentation and track all cases for accountability and follow-through.
Creative and Communication Support
Develop creative materials including graphics, advertisements, newsletters, and presentations for recruitment, engagement, and attrition-related initiatives.
Create visually engaging content for reports, updates, and internal communications.
Client Visit Management
Coordinate logistics and act as primary liaison for client visits, ensuring professional representation and smooth execution of all related activities.
Corporate Social Responsibility (CSR)
Lead the planning, coordination, and execution of CSR activities within L&A.
Partner with site engagement leads and volunteers to support company-wide CSR goals and initiatives.
Attrition Management
Conduct exit interviews for resigning employees and document their feedback accurately.
Analyze exit interview data to identify key trends, patterns, and root causes of attrition.
Prepare summary reports and recommendations for leadership to support retention strategies and continuous improvement efforts.
Qualifications:
Strong proficiency in MS Office (Excel, PowerPoint, Outlook); experience with design tools (Canva, PowerPoint, Photoshop) is an advantage.
Excellent communication, coordination, and presentation skills.
High attention to detail, creativity, and ability to handle multiple priorities in a fast-paced environment.
Key Competencies:
Reliability and Accountability – Consistently delivers quality outputs on time with minimal supervision.
Flexibility and Adaptability – Thrives in a dynamic environment and manages shifting priorities effectively.
Creativity and Innovation – Produces engaging visual content and fresh ideas to enhance engagement and communication.
Organization and Planning – Strong ability to manage multiple projects, timelines, and stakeholders.
Collaboration and Stakeholder Management – Builds productive working relationships across teams and departments.
Communication and Presentation Skills – Articulates information clearly and confidently in both written and verbal form.
Composure Under Pressure – Maintains professionalism and focus even under tight deadlines and competing demands.
