Recruitment Coordinator - Voice & Accent Analyst
You Lead the Way. We’ve Got Your Back.
WE ARE AON HEWITT’S BEST EMPLOYER FOR 2017, 2018, and 2019 IN THE PHILIPPINES
ICT Award’s Best Global In-House Center Company for 2017, 2018, and 2019
ICT Awards’ HALL OF FAME
J.D. Power’s ranked us the Highest in Customer Satisfaction with Credit Card Companies in the U.S.
Great Place to Work ® Philippines CERTIFIED
Ranked in the Top 10 of Fortune’s 100 Best Companies to Work For® List in the US for the second consecutive year.
Find your place on #TeamAmex.
At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways.
Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what’s possible and we’re proud to back each other every step of the way.
When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day.
The Colleague Experience Group (CEG) , formerly known as Human Resources, seeks to provide a great colleague experience every day.
The Global Talent Acquisition function is going through a strategic recruitment transformation, deploying robotics & process automation tools and modernizing recruitment infrastructure to focus on talent priorities and improve end-to-end process experience.
How will you make an impact in this role?
Assess the English conversational abilities of candidates from outside of the US who aspire to provide customer service to our card members & merchants across the globe
As a champion of quality, ensure a great candidate experience while assessing candidates for a range of different positions
Partner with the Recruiting & Training teams across multiple geographies to continuously enhance the quality of hires basis feedback
Liaising with GTA on required hiring numbers and progress against plan, completing the screening assessments for voice servicing roles, ensuring adherence to standards and providing feedback through the correct assessment forms
Arranging assessment sessions for candidates including booking rooms and other associated admin.
Conduct regular calibrations with the Front-Line Recruiters
Evaluate potential applicants on parameters such as Grammar, Pronunciation & other soft skills which are critical for a phenomenal customer experience
Maintain Assessment Forms, dashboards & trackers
Commitment to ongoing training and process improvement
Skills and Qualifications :
Minimum 2 years’ experience as a coordinator or administrator in a corporate environment
Bachelor's degree AN ADVANTAGE
Excellent Verbal & Written Communication Skills
Sense of urgency and ability to prioritize
Professional telephone etiquette and sensitivity to different cultures and language aptitudes
Commitment to quality excellence
Ability to work effectively with all levels of management and internal / external customers
Unwavering dedication to compliance and process adherence
Strong command of the English language (specifically concepts of functional grammar and its usage) both in terms of understanding and assessing.
Solid understanding of functional grammar, and regional influences in spoken English in various parts of the country (Highly preferred);
Previous experience as a Voice Coach / Communications Trainer AN ADVANTAGE ;
Berlitz experience AN ADVANTAGE
The ability to be a Brand Ambassador to new & potential colleagues
Ideally to have experience of high volume / class hiring but not essential
A self-starter who can manage own time and progress projects, despite multiple demands and competing priorities
Work from Home Requirements : Must have at least 25 mbps internet connection plan / speed Must have a private & quiet area to work at home Must be amenable to work in Taguig once community quarantine measures are lifted
Platforms Knowledge :
MS office suites such as Excel, Word, PowerPoint
Additional Details :
Location : Manila, Philippines
Workplace Flexibility : 24*7
American Express offers a fantastic and diverse working environment. High performance is rewarded continually
Our service operates over a 24 / 7 environment and we are hiring for various shifts - may have to work on rotational shifts depending on business needs including weekends and holidays.
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
To know more about our recruitment process, you may watch this short video What to Expect : Recruitment at American Express