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 Operations Support Manager’s key focus is to ensure that the right capabilities are in place to support operational activities and that Kapamilya experience is held in each transaction and in every channel within his/her assignment. He/She shall provide technical leadership in Operations Support Management to include Quality Assurance, Data Science and Analytics, Process Design and Improvement, and Project Management. He/she is expected to manage transactional quality assurance and process engineering to ensure control and continuous improvement of his/her segment’s performance.
REQUIREMENTS
- Graduate of any Engineering course or any related fields.
- At least 2 years of work experience managing or supervising a Quality Assurance Team in a Customer Service set-up.
- At least 3 years of work experience in a managerial role.
- At least 5 years of work experience in data analytics or process improvement.
- Certified & experienced Six Sigma Green Belt or trained Six Sigma Black Belt
- Strong analytical, problem solving, and project management skills.
- Proficient in MS-Excel, MS-Word, MS-PowerPoint, MS-Visio, and programming language for statistical computing and advanced analytics such as R or Python.
- Excellent Oral and Written Communication Skills
- Experience in Power BI is a plus.
Preference will be given to candidates who APPLY ONLINE.