Process Improvement Manager

Transcom Worldwide Philippines Inc

Mandaluyong City, Philippines

Last shared 217 days ago

Job Details


3 - 4 years

Employment Type


Employer Job ID

Not Mentioned

Industry Sector

Functional Area

BPO/ KPO Customer Service
Job Description
The positions within this team will be proactive by setting up accurate measurement matrixes and to have deep knowledge of the contact centre software, supporting management in executing their business decisions with a high amount of precision and consistency.

Some or all of below responsibility areas will be included in the BST-PCM function.
Additional responsibilities may be added as the needs of the business change and expand.

  • Represents Region on any related forums and enhancement prioritization
  • Establishes audit (KPI, usage etc.) and quality review procedures of relevant process and/or solution
  • Participates as Expert in transition activities
  • Depending on workload, skills and priorities may act as Project Manager
  • Supports Managers, Directors and/or Executive on KPI analysis and corrective action proposals (e.g. KPI analysis, Resource Planning changes etc.)
  • Owns improvement road map for owned/support process including solution roll-outs and improvements
  • Creates and owns relevant process and policy documentation for owned/supported process
  • Creates and owns training approach for owned/supported process
  • To assess the needs of management in regard to the area of expertise.
  • Respect timelines.
  • Respect communication channels.
  • Communicate variance proactively and indicate consequences.

  • Analyse and optimise the needs of the business in your area of expertise.
  • Minimise long-term variance through proactive analysis.
  • Analyse results ensuring that threshold values and service levels are met.
  • Analyse result against forecast.
  • Analyse activity of each business areas and between contact centres.

Process integrity

  • Respect Transcom Worldwide guidelines.
  • Continuously review procedures and implement improvements.

  • Hold a high level of morale.
  • Provide feedback to Corporate Governance on ideas for improving standards and processes.
  • Commit to TransVision objectives.
  • See yourself as a support function, the principle of service and support is one of your internalised values.

  • Six sigma CERTIFIED
  • Candidate must possess at least a Bachelor's/College Degree , any field.
  • At least 1 year of solid BPO supervisory experience
  • At least 1 project handled.
  • Full-Time position(s) available.
Company Description
Transcom is a global customer experience specialist, providing customer care, sales, technical support and credit management services through our extensive network of contact centers.

We have 30,000 customer experience specialists spread out at 70 contact centers across 28 countries, delivering services in 33 languages (including Filipino) to over 350 international brands in various industry verticals.

Transcom is a global employer in an industry that depends upon strong, resourceful, talented people. We are where your customers are.

Whether onshore, offshore or near shore, we are uniquely focused on delivering outstanding customer experiences, driving satisfaction, brand loyalty and additional sales while also adding insights and value to our clients’ business operations.

Transcom has been in the Philippines since 2007. We currently have facilities located in Pasig, Mandaluyong, Iloilo and Bacolod.


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