BUSINESS SUMMARY
iCONNECT CONVERGENCE INC. (iCONN) is a fully owned subsidiary of ABS-CBN Corporation established in 2013, founded by ABS-CBN Executives to provide customer service and relationship management to the parent company, its subsidiaries, affiliates, and customers. With over 10 years of existence, ICONN’s service objective is anchored to provide unparalleled customer experience by creating and deepening good relationships with customers with enabling and world-class customer solutions.
It is with pride that we share the same passion and commitment to being of service and offering our talent not just to the Filipino People but to a global audience. With a culture deeply rooted in service orientation and closely aligned with ABS-CBN’s vision, mission, and values, we bring a wealth of competencies and expertise spanning various fields including contact center operations, customer experience, social listening and insighting, community management, training, workforce and quality management project management, and strategic partnership development.
RESPONSIBILITIES
The Account and Operations Manager is in-charge of managing efficient service delivery of a specific program or programs where he/she will be handling a team consisting of Team Managers and a number of agents and exceeding client, employee and financial metrics as dictated by the business. He/she shall be in-charge of providing regular coaching and mentoring to assigned Team Managers, identifying performance gaps, suggesting initiatives and executing action plans to ensure continuous improvement and development of his/her manpower under the assigned program. He/She is in-charge of fostering the client relationship and making sure that operational requirements are met. Moreover, he/she shall ensure that best customer experience is delivered seamlessly across all channels of customer interaction.
REQUIREMENTS
- College Graduate
- With at least 3 years solid experience under the same or related position handling Customer Service or Technical Support programs.
REQUIRED COMPETENCIES
- Effective Communication
- Customer Focus
- Client Partnering
- Building Commitment
- Managing Performance
- People Development
- Planning and Delivering
- Problem Solving
- Decision Making
- Strategic Thinking
- Leading ang Managing Change
Preference will be given to candidates who APPLY ONLINE.