ALABANG | Engagement Lead | Non-voice Account

We design, build and deliver end-to-end CX for many of the world’s most respected digital-born and vertical leading brands.  Our comprehensive east-to-west global footprint in 31 countries across five continents, with 60,000+ people and 60 languages, means we can deliver flexible solutions that harness our unique expertise in cultural nuance – essential for true excellence in CX. We have deep domain expertise in tech-augmented front-to-back-office CX. Plus Digital Consumer Engagement, CX Consulting, and an innovative suite of Proprietary Digital Solutions for industry verticals. We are a Global Leader in Content Services, Trust & Safety. The real ‘Majorel difference’ lies in our culture of entrepreneurship. We are relentless, resourceful, resilient and agile – all pulling together as One Team. It’s the only way to deliver the total reliability and digital transformation necessary in our constantly changing world.

Position Summary:

Position is responsible for coordination, planning, management and execution of special projects assigned to the operational unit.  Required to meet standards to include deadline and quality requirements. Identifies needed resources. May assemble a team and assigns tasks and responsibilities. May be required to act independently to complete assignments.  Reporting and other duties may also be assigned. 

Overall Responsibilities:

• In collaboration with Operations Management, reviews client specifications and develops the project plan
• Identifies resource needs for the project; establishes roles, expectations, and goals with identified team members from the functional areas
• Establishes responsibility for assigned project/s tasks/milestones
• Communicates processes and monitors project progress
• Identifies roadblocks and works with Operations management to resolve issues such that projects meet assigned deadlines.
• Participates in analyzing and resolving problems associated with technical issues, project resource issues, and project integration issues
• Understands and communicates the inter-dependencies of various systems/products in meeting customer needs and is aware of services offered by the competitor
• Completes reporting and other duties for projects and day to day operational assignments
• Takes ownership for project implementation.  Coordinates with both Majorel and Client Operational Leadership. 
• Coordinates the exchange of Policy-related information from/with the Client and disseminate across other teams and ensure all the resources provided are available to implement policies
• May be required to maintain regular contact and give feedback to Client with regards to Policy-related changes for the successful enforcement of the policies
• Spots trends and flags potential issues that may arise from the application of Client's policies and offer suggestions or solutions
• Engages with Training and Quality teams regularly to ensure robust and consistent enforcement and correct understanding of Client's policies
• Flags resource constraints, policy issues or inconsistencies timely
• Gathers insights and offer policy suggestions based on the direct application of the policies
• Ensures continuous improvement of resources and materials provided
• Ensures effective knowledge sharing and sign off/approval processes are in place for both Training and Policy between Vendor and client
• May liaise directly with the Client's Policy team to gather/discuss/debate questions and engage with Client to obtain answers

Job Requirements:

• Bachelor’s degree in business or related field
• 3 years’ experience in coordinating projects, evaluating resources, assigning tasks and meeting schedules
• Analyze problems, detect root causes and create corrective solutions
• Good knowledge of quality/training processes and policy enforcement in an Operations Environment
• Ability to make effective and persuasive presentations
• Project management experience in a call center environment.
• Native/near native written and oral communication skills in language required.
• Excellent PC knowledge including Microsoft Project, Excel and Visio
• Ability to work independently and make sound judgments
• Ability to work with project stakeholders and client representatives (Operations, Finance, Legal, IT, HR)
• Present a service provider attitude and the ability to adapt to counterparts and situations quickly
• Willingness to travel as required

Physical Demands & Work Environment: 

While performing the duties of this job the employee requires mobility, the ability to distinguish letters, numbers and symbols as well as hand/eye coordination. The employee regularly sits for long periods of time. The employee is occasionally required to stand, walk, and reach with hands and arms. The employee regularly uses office equipment. Employee will regularly use a computer for extended periods of time. The employee must occasionally lift and/or move up to 10 pounds.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

All of the above job duties may be changed/modified/deleted at any time by the Company; any other job duties may be assigned as needed.

Standard General Security Roles and Responsibilities          

• Understand and adhere to policies, guidelines and procedures pertaining to ethics and compliance, and to the protection of Information Assets, integrity of customer transactions, proper and ethical utilization of access privileges and resources provided to perform the role. Fully comply with all provisions of the Company Code of Conduct, Acceptable Use Policy and Confidentiality Agreement.
• Protect company assets, systems, proprietary and confidential information in accordance with Majorel Confidentiality policy and Corporate Information Security Policies and Procedures.

• Proactively report actual or suspected ethics and compliance violations, vulnerabilities, security incidents and breaches in the confidentiality, integrity or availability of Information assets as per the Company’s Incident Reporting Process.

• Process personal data, client data and employer business specific data in accordance with customer contracts, company guidelines and federal and state requirements.

This description has been prepared to assist in evaluating various classes of responsibilities, skills, and working conditions.  It indicates the kinds of tasks and levels of work difficulty required of positions given this classification.  It is not intended as a complete list of specific duties and responsibilities.  Nor is it intended to limit or modify the right of any supervisor to assign, direct, and control the work of employees under supervision.  Nothing contained herein is intended or shall be construed to create or constitute a contract of employment between any employee or group of employees and the Company.  The Company retains and reserves any and all rights to change, modify, amend, add to or delete from any section of this document as it deems, in its judgment, to be proper.  I have read and understand the requirements of this job description and I am able to meet the requirements as listed above with or without reasonable accommodations

Majorel Philippines Corp. is an Equal Opportunity Employer and believes that all persons are entitled to equal employment opportunity, and the Company does not discriminate against its qualified employees or applicants because of race, color, creed, religion, sex, gender, gender identity, sexual orientation, marital status, political affiliation, union membership, national origin, ancestry, citizenship status, veteran status, age, physical or mental disability, genetic information or any other status protected by applicable federal, state or local law. Equal employment opportunity will be extended to all persons in all aspects of the employer-employee relationship, including recruitment, hiring, upgrading, training, promotion, transfer, discipline, layoff, recall and termination.