Junior Program Coordinator (Open to Fresh Graduates and CSR Agents)
Pontoon Solutions
Taguig City, Philippines
11d ago

SUMMARY : As the Program Coordinator you will engage in providing support to managers preparing to start a vendor engagement, providing an intake call to review the scope of work, identify possible risks / concerns, and guiding the manager through the next steps of the process.

ESSENTIAL DUTIES AND RESPONSIBILITIES :

  • Achieve excellent customer satisfaction and exceed client expectations
  • Build strong relationships with all stakeholders (client, suppliers, MSP team)
  • Support onboarding activities including mailers, compliance and orientations
  • Vendor / Contractor Operations :

  • Act as Service Support Centre ambassador and subject matter expert
  • Oversee management of case management system for allocation of tasks and escalation cases
  • Process workforce management tasks at volume and within SLA
  • Oversee delivery of worker onboarding activities such as orientations and compliance
  • Oversee delivery of recruitment activities such as resume screening and interview scheduling
  • Act as escalation POC for team activities, and follow through to resolution
  • Build relationships with stakeholders and suppliers to drive efficiencies in tactical operations
  • Ensure highest levels of customer service are provided and maintained
  • Optimization & Collaboration :

  • Strategically align with global team to ensure transparency and consistency of cross-regional delivery
  • Drive operational evolution through global collaboration for design of efficiency initiatives / gains
  • Proactively analyze data to uncover opportunities for process optimization
  • Proactively conduct quality audits to identify gaps / misses and areas for ongoing review / development
  • Identify improvement ideas via the strategic use of VMS and client technologies
  • Participate in stakeholder discussions presenting metrics and work examples. Additionally, be prepared to explain processes, discuss achievements, address change impacts and identify value adds
  • Reporting & Analysis :

  • Work to provide accurate, timely and complete performance analyses
  • Conduct root cause analysis and build solid recommendations / outcomes
  • Conduct regular quality audits and checks, and report on findings
  • Contribute to monthly and quarterly business reviews via metrics and compliance reporting
  • Review team output for trending and peaks / troughs
  • EDUCATION / EXPERIENCE & OTHER POSITION REQUIREMENTS :

  • Bachelor's Degree holder or relevant work experience
  • At least 2 years of work experience in data management
  • Exposure to HR, recruiting, training and / or service environment / s ideal
  • Track record of increased responsibility and trajectory, ideally in a mid-level management position
  • Effective people management skills, motivated by collaboration and teamwork
  • Quality customer service, always focusing on the solution
  • Impeccable communication (written / verbal) skills in English (mandatory) + Japanese (ideal)
  • Ability to work flexibly and independently, and can think on your feet
  • Analytical ability to review data / reports and identify trends
  • Self aware, good judgement, strength of character
  • Strong Excel; MAC / Google Docs; VMS / ATS experience
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