Search results for tarlac call center agent (3)

Team Leader in Tarlac


Team Leader (TARLAC CITY- Immediate Hiring)
(Central Luzon – Tarlac City)


 Administrative
• Supervises and coordinates with the support team.
• Looks on adherence to company and account policies and house rules.
• Ensures that agents have the knowledge, skills and equipment required to carry out their function effectively and efficiently.
• Makes sure that important information is disseminated to the support team by conducting team meetings.
• Makes sure that agents’ schedule are adhered to.
• Scheduling of agent days-off and shift coverage.
• Participates in the recruitment of staff to the team.
• Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws
• Plans, assigns and directs work to the team/employees in cooperation with the supervisor.

 Operations / Performance Management
• Responsible for ensuring that the group achieves the Service Level Agreements via communication of requirements and regular feedback on performance.
• Oversees and tracks downtime on all tools required to perform support
• Oversees and tracks all ATM/Telecoms outage.
• Perform Quality Monitoring, remote and side by side, of agents and feedback findings (strengths, areas of improvement).
• Provide Weekly coaching to all agents discussing goals and performance from the previous week
• Participates in quality calibration sessions (local and US teams)
• Makes sure that action plans are effectively carried out for performance improvement.
• Contributes to other projects if requested.


* Candidate must possess at least a Bachelor’s/College Degree , any field.
* At least 4 year(s) of working experience in the related field is required for this position.
* Applicants must be willing to work in Tarlac City.
* Preferably Supervisor / 5 Yrs & Up Experienced Employees specializing in Customer Service or equivalent.
* Full-Time positions available.

Company Name :
Sutherland Global Services Inc.
Industry :
Call Center / IT-Enabled Services / BPO
Type of Company :
Private Limited Company, Foreign Based Company
Location :
25/F Export Bank Bldg. Chino Roces Cor Gil Puyat Ave. Makati City 1200
WebSite :

Communications Analyst


Communications Analyst (Tarlac City)
(Tarlac City)


ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Language Training

-Design and implement and individualized education program with goals and objectives designed to remediate identified deficiencies for each agent enrolled

-Formulate teaching outline and determine instructional methods such as individual training, group instruction lectures, demonstrations, role-plays, and/or workshops to improve language skills.

-Test, review, and evaluate trainees to measure progress and to evaluate effectiveness of training.

-Perform needs analysis for training on specific programs, as required, to maintain and upgrade communications skills needed in all the areas.

-Formulates training policies, programs, and schedules, based on knowledge of identified training needs, company production processes, business systems, or changes in products, procedures, or services.


-Delivers reports on time as requested by the client and/or management

-Plans the monitoring of staff performance


-Candidate must possess at least a Bachelor’s/College Degree, Journalism, Humanities/ Liberal Arts, Linguistics/ Languages, Mass Communications, Education/Teaching/Training or equivalent.

-At least 2 year(s) of working experience in the related field is required for this position.

-Applicants must be willing to work in Tarlac City.

-Preferably a resident of Tarlac

-ESL teaching/training experience preferred

-BPO industry experience preferred

-TESOL/ESL certifications is a plus

-Preferably 1-4 Yrs Experienced Employees specializing in Training & Development or equivalent.

-Full-Time positions available.

Sutherland Global Services Inc.
Company Address: 10F, Total Corporate Center Triangle Drive, , Bonifacio Triangle Bonifacio Global City, Taguig 1200
Industry: Call Center / IT-Enabled Services / BPO
Type of Company: Private Limited Company, Foreign Based Company

Site Head


Site Head (5)
(Manila, La Union, Pangasinan, Tarlac, Laguna)

Supervises site operations and performance.

Job Responsibilities

* Responsible for selecting, training, developing, and managing performance of professional and non-exempt direct reports, providing prompt and objective coaching and coordinating, planning, and assigning work for staff in accordance with the organization’s policies and applicable legal requirements
* Responsible for site’s productivity and profitability.
* Execute site improvements.
* Analyzes team performance and acts to ensure production targets are met.
* Prepares upcoming organizational needs and implement strategies
* Ensures that the team operates efficiently and effectively according to client’s Service Level Agreements and company measures
* Works with support departments to ensure strategies are executed
* Ensures that all activities are within budgetary measurements
* Coaches, motivates and develops an outbound sales or inbound supervisor team of up to 20 direct reports.
* Provides ongoing guidance and daily management support call center agents.
* Measures all call center agents’ effectiveness and monitor their results.
* Plans and directs all aspects of the site’s floor policies and procedures
* Ensures work product consistently meets established performance metrics and performance measure standards.
* Manage the processes involved in the day-to-day administrative duties and strategic planning to reach all the site’s goals
* Sends e-mail reports regarding daily task, activities and site operations to the Operations Manager and TQM.
* Performs other duties as assigned by Superior and Immediate Superior.
* Expected not to divulge anything to the client. Confidentiality is highly imposed.

Required Qualification

* Bachelor’s degree preferred.
* No travel limitations
* Exceptional communication, interpersonal and mental skills
* Proficient in Microsoft Word, Excel, Outlook and Database experience
* Exceptional communication, interpersonal and mental skills
* Proficient in Microsoft Word, Excel, Outlook and Database experience
* Have exemplary leadership skills, high integrity, excellent people management skills, has a pleasing personality and has demonstrated the ability to motivate individuals to exceed performance initiatives with three (3) to four (4) years supervisory experience.
* Must have managed or supervised a large team (20 to 30 persons) especially in coaching and mentoring
* Experience in customer relationship / account management
* Excellent oral, listening, writing skills and customer service attitude
* Strong problem solving, time management and organizational ability
* Upright and trustworthy person

Submit your resumes (together with your application letter stating
the job position and your recent picture) online at :

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