The RoleAs a Customer Advisor, you will handle in-house selling, cross-selling of bank products and services, and managing of account portfolio to achieve sales targets. You will process the opening of new peso/dollar CASA accounts and placements, roll-over/renewal, termination, and payment of matured placements for all SBC products. You ensure on-time and accurate service delivery in compliance with the service standards of the Bank. How you'll contributeIdentifies customer's needs, maintains and nurtures customer relationships through marketing calls, recommending and cross-selling other bank products, services, and alternative channels to customers, and formulation of strategies to further increase dealings with the BankAssists walk-in customers by serving and advising them on bank products to meet their needs and have dealings with the BankManages/attends to customers’ complaints by coordinating with the Branch Channel Manager (BCM) and/or concerned unit/s to ensure resolution and meet client satisfactionProcesses over-the-counter transactions and requests in accordance with the policies and procedures set by the Bank to ensure service delivery to customers within the service standards of the BankActs as a primary co-custodian to the Main Vault Door and Cash Safe and is tasked to conduct end-of-day verification of cash in a vault in accordance with the policies and procedures set by the Bank What we’re looking forGraduate of any Bachelor's Degree courseWith at least 3 years of combined sales and operations experience in branch banking, preferably handling new account transactions.Must have good interpersonal skills, negotiation skills, and a strong customer service orientationHas an in-depth understanding of the regulatory, quality control, and risk management framework About Security BankSecurity Bank is one of the Philippines’ best capitalized private domestic universal banks. Established in 1951 and publicly listed with the Philippine Stock Exchange (PSE:SECB) in 1995, our major businesses cover retail, corporate, commercial, and business (MSME) banking. We’re recognized as an Employer of Choice in Philippine banking by various award-giving bodies for our values-based culture, industry-leading engagement and benefits, and commitment to work-life balance. Most recently, we ranked as the #2 best employer in the Philippines and #54 globally on the prestigious Forbes’ World’s Best Employers 2023 list. At Security Bank, our approach to Human Capital Management (HCM) is embodied by our Employee Value Proposition (EVP): “YOU matter.” Start your BetterBanking career with us today.

The Role
As a Branch Sales Officer, you will ensure the achievement of business deliverables thru the tactical rollout of sales strategies and activities. And also, you'll address the banking requirements of those in the targeted market segment through the competent matching of client needs with our innovative products and services. How you'll contributeMaintains a proactive and firm business stance in relation to industry competition, market conditions, and other external factors so threats are addressed and strengths and opportunities are maximizedBuilds stickier relationships with existing customers thru regular visits and review of their financial condition in order to maximize and expand business prospectsEstablishes strong synergy with partner units/groups thru active and collaborative undertaking resulting in successful cross-sellsEmploys accurate profiling of prospects thru objective assessment of their financial status and capabilities so we may properly address clients’ needs and be able to maximize their potentialSolicits new to bank customers by effectively presenting the bank’s products and services as solutions to clients’ needs thereby substantially improving customer basePerforms other related tasks which may be assigned from time to time
What we’re looking forGraduate of any Bachelor’s Degree courseAt least 5 years strong sales experience in any industry. Branch Sales experience is preferred but not required.Must have an experience doing field work, new client acquisition, and client management.Must be mobile and willing to be assigned in any branches within the Region if needed.Must be resilient and has a go-getter attitude
About Security Bank
Security Bank is one of the Philippines’ best capitalized private domestic universal banks. Established in 1951 and publicly listed with the Philippine Stock Exchange (PSE:SECB) in 1995, our major businesses cover retail, corporate, commercial, and business (MSME) banking.
We’re recognized as an Employer of Choice in Philippine banking by various award-giving bodies for our values-based culture, industry-leading engagement and benefits, and commitment to work-life balance.
Most recently, we ranked as the #2 best employer in the Philippines and #54 globally on the prestigious Forbes’ World’s Best Employers 2023 list.
At Security Bank, our approach to Human Capital Management (HCM) is embodied by our Employee Value Proposition (EVP): “YOU matter.”
Start your BetterBanking career with us today.

Your RoleThe Sales Associate deepens the relationships with existing clients by providing proactive account management through cross-selling, lobby sales, and supporting client retention efforts. The incumbent handles the client onboarding process, ensuring complete and accurate Know Your Customer (KYC) documentation in compliance with AML/CFT policies. Supports both the business and operational objectives of the branch by strengthening client relationships, ensuring regulatory compliance, and helping maintain smooth branch operations.
Your ImpactProactively cross-sell banking products to existing clients and generates new customer leads through cold calls, referrals, field visits, and in-branch walk-insAchieve monthly, quarterly, and annual sales targets for deposits, loans, credit cards, bancassurance, and other assigned productsActively participate in roadshows, and corporate tie-ups to generate qualified leadsIdentify and develop new business segments such as high-net-worth individuals, professionals, or SME’sPerforms due diligent KYC, interview of depositor, and request for appropriate documentsAttends to customer’s queries re: account opening, product features, minimum balances requirements, pricing service charges, balances inquiries and alikeServes as the alternate of ATM custodian, managing ATM replenishment, reconciliation, and first-level troubleshootingWhen needed, the Sales Staff accompanies the Branch Head during client calls to help drive business growth, contributing to increase branch volume and profitabilityHandles additional duties as may be assigned by Branch Head in line with business needs
Your ProfileBachelor degree holder of any business related courseWith at least 2 to 3 years of experience in branch banking, sales and operationsKnowledge in bancassurance, credit cards, auto loans, RSME, and mortgage is an advantage

Job Summary: The Team Leader is responsible for managing a team of call center agents handling collections and retail customer interactions. This role ensures the achievement of key performance indicators (KPIs), including collections targets, customer satisfaction, quality, and compliance. The Team Leader will provide coaching, performance management, and operational support to drive team success and business results.
Key Responsibilities: 1. Team Management & Leadership • Supervise and manage a team of call center agents (collections and/or retail support). • Conduct regular coaching, feedback sessions, and performance reviews. • Motivate and engage team members to achieve targets and maintain high morale. • Handle escalations and support agents in resolving complex customer concerns. 2. Collections Performance • Monitor and drive collections targets (e.g., recovery rate, promises to pay, conversion rates). • Ensure adherence to collection strategies, scripts, and compliance standards. • Analyze delinquency trends and recommend action plans to improve recovery. 3. Retail Customer Support Oversight • Ensure high-quality customer service delivery for retail accounts. • Monitor customer satisfaction (CSAT), first call resolution (FCR), and service levels. • Support issue resolution related to billing, orders, returns, and account inquiries. 4. Quality & Compliance • Ensure agents comply with company policies, regulatory requirements, and call handling standards. • Monitor call quality and provide actionable feedback. • Conduct audits and ensure documentation accuracy. 5. Performance Monitoring & Reporting • Track team KPIs (AHT, CSAT, QA scores, collections targets, attendance). • Prepare daily, weekly, and monthly performance reports. • Identify performance gaps and implement improvement plans.
Qualifications:
• At least 2–3 years of experience in a call center environment. • Minimum 1 year of leadership or supervisory experience (Team Lead/SME). • Experience in collections and/or retail account management is highly preferred • Must be amenable to work on-site (Robinsons Cybergate 2, Mandalagan, Bacolod City) and graveyard schedule (CST/EST Timezone).

Looking to glow up your career? You've come to the right place!
As a BDO Life Financial Advisor, you get the opportunity to level up your skills, expand your network, and make a difference in people's lives. What's more, as you help others protect their dreams, you get to make your own happen - unlimited variable pay, travel opportunities and rewards are just some of the exciting possibilities you can look forward to when you join our growing Bancassurance Sales Team.
Your role:
Provide financial planning services to BDO clients through BDO Life's insurance products.
Your must-haves:
A Bachelor's degree in any courseAt least one year experience in sales/marketing or customer service-related fields (hotel, food & beverage, BPO, airlines, telecommunications, etc.), is an advantageA positive auraAbility to express your thoughts effectively and efficientlyA deep sense of empathy towards others ("malasakit")Strong motivation to improve your family's lifestyle
You can look forward to:
On-the-job training and developmentLearning programs in areas of financial planning, leadership, communication & presentation, customer service and so much more, to help you reach your full potentialUnlimited variable pay (the harder you work, the more you are rewarded)Recognition, exclusive events, and gifts for your milestones
It's time for a glow up! Click the inEasy Apply button to submit your resume or join any of our Career Day events to learn more. Follow BDO Unibank's LinkedIn page to stay updated on BDO Life Career Day events happening near you.
Take note that BDO will NEVER ask candidates for payment at any part of the recruitment process, or processing of their job application.

The RoleAs a Team Leader, you are responsible for delivering sales target assigned to sales team members comprising Sales Officers and Sales Associates. As part of meeting sales target, job holder is expected to provide sales team members with the needed incentive and coaching, engage in relevant business forums, as well as manage day to day administrative matters. Job holder is also expected to work closely with the Client Engagement Team and Customer Care Team to deliver seamless client experience from a cross sell and servicing perspective.
How you'll contributeSales Execution – Sells the Bank’s Business Banking products through branch and non-branch sales team to meet monthly targets while ensuring target portfolio quality is met. Sales Quality – Ensure sales team properly executes and close transaction of clients. This covers all governance related processes including AML checks and documentation matters. Campaign – Lead team to implement road shows, marketing programs or product campaigns with key partners to generate sales leads.People Leadership – Ensure team members are properly engaged and their training needs are timely met for them to deliver their roles.Stakeholder Management – Timely engage key stakeholders to update them on new developments, new opportunities or to escalate issues in relevant business forums.What we’re looking forCollege graduate with a degree in Business Administration, Financial Management, Economics, Marketing or other related fieldsMinimum 5 years’ experience as a Banking Sales Officer, preferably in loanSales leadership experience either in Branches or Direct Sales an advantageWith Product experience in secured/unsecured lending, as well as exposure to cash management or insurance desiredAbout Security BankSecurity Bank is one of the Philippines’ best capitalized private domestic universal banks. Established in 1951 and publicly listed with the Philippine Stock Exchange (PSE:SECB) in 1995, our major businesses cover retail, corporate, commercial, and business (MSME) banking. We’re recognized as an Employer of Choice in Philippine banking by various award-giving bodies for our values-based culture, industry-leading engagement and benefits, and commitment to work-life balance.
Most recently, we ranked as the #2 best employer in the Philippines and #54 globally on the prestigious Forbes’ World’s Best Employers 2023 list.At Security Bank, our approach to Human Capital Management (HCM) is embodied by our Employee Value Proposition (EVP): “YOU matter.”
Start your BetterBanking career with us today.

The Medical City Clinic is currently looking for 2D Echo Technologist in Ayala Central Bacolod!
Qualifications:Graduate of any allied health program; Certified 2D Echo TechnologistPreferably with at least 6 months experience
Job Description:Prepares patient for 2D Echo by explaining heart ultrasound procedure and provides ambulatory assistanceObtains and records patient identification and medical historyProduces high quality imaging by accurately positioning transducers and monitoring displayMeasures heart wall thickness and chamber sizes to standard normsProduces official results of tests conducted

Position Summary:
This role is responsible for promoting ICU products to accounts and customers in a defined territory through field coverage, customer calls and conduct of marketing activities
Essential Duties & Responsibilities:
Responsible for achieving sales target objectives (monthly, quarterly and annual), SFE metrics and market share goals assigned to the territoryMonitor sales development and initiative necessary actions to ensure achievement of objectives including: sales performance and growth; key product performance and growth; pump installation and utilisation monitoringEffectively implement sales and strategies in accordance with company policies Conduct clinical education which includes IVT trainings, demos and workshopsDevelop strong customer relationships and partnerships with key customers in the territory with the objective of maximising sales volume in assigned hospital’s and outlets, and maximise market share of the assigned brands in the territoryInfluence customer behaviour towards the company and its brands with the aim of advancing wellness while satisfying company’s performance standardsEnsure product inclusions through product presentation, tendor and contract negotiationsDevelop, maintain and update a territory master list and work routing that focuses on achieving work efficiency and meeting customer service level satisfactionProvide regular coverage reportsParticipate in regular device work planning meetingsCoordinate business opportunities, market intelligence and competitor activities with other field personnel in the area, sales and marketing management that will help successfully drive ICU’s business objectivesCoordinate with key business partners and distributor personnel on sales and supply-related matters
Knowledge, Skills & Experience:
Minimum 3 years of sales experience Experience working in the pharmaceutical/medical device industry, preferable handling hospital productsProven record of successful performance achievementsStrong communication skillsSolid relationship building skillsMust have the legal right to work in the Philippines Must have a valid driver’s license
Travel Requirements:
Typically requires more than 80% travel in role via regular customer visits
If you are interested to join our Sales Department, please apply with your latest CV. Kindly note that only the shortlisted candidates will be contacted.

Responsible for the implementation of payroll activities, such as:Receiving of AT cards, and accounting these based on Master List.Sorting of Payroll ATM Cards.Distribution* of ATM Cards of payroll employees under W2R/Employee Banking arrangement at client's site or in-branch.*Schedule of distribution is based on payroll client and SBC's agreement i.e., maybe outside banking hours or graveyard shift.Ensure the releasing of ATM to the right payroll employees by verifying the photocopy of valid IDs vs. the original IDs presented, and by performing signature verification.Receive and perform signature verification of Customer Request and Authorization Form (CRAF) from payroll account holders and forward these to servicing branch or head office unit for processing.Perform balancing of ATM Cards from offsite distribution and turnover these properly to the Servicing Branch's ATM Cards custodians after the distribution schedule.Regularly report the result of ATM card distribution and other issues/complaints encountered during distribution to team leader/supervisors.
Accomplish the List of Claimed/Unclaimed ATM cards or other reports which may be assigned by OG - Payroll Implementation UnitMan, the SBC payroll pods at client's site and or assigned servicing area, and ensure the following:-Upkeep of premises-Office equipment is accounted for and in good condition-Office supplies are adequateMonitor retention of unclaimed ATM cards. Handle perforation of ATM cards & PIN mailers based on retention period, guidelines and procedures (i.e., within view of CCTV).Perform scanning, indexing, and uploading of payroll account USSC.
Other TasksPerform releasing of Digibanker MC's for Payroll.May be assigned to other branches within the assigned area/s if necessary to perform functions related to payroll as maybe determined by the Payroll Implementation Unit Head.Report fraud/potential fraud committed by branch personnel to OG supervisor/team head.Immediately elevates issues encountered, to team leaders/supervisor and concerned SBC units.Attend regular meetings and undergo training necessary for the efficient discharge of functions.Perform other duties and tasks that may be assigned from time to time.

KEY RESPONSIBILITIES:Convert leads and meet monthly/quarterly sales targets.Maintain and update a personal sales pipeline with projected closures.Track sales metrics and submit regular performance updates.Communicate with clients to ensure satisfaction and repeat business.Address client inquiries, concerns, and documentation needs promptly.Build and maintain a client database for follow-ups and referrals.Participate in marketing activities, open houses, and digital campaigns.Generate and qualify leads from online platforms, events, and walk-ins.Monitor lead sources and provide feedback on effective channels.QUALIFICATIONS· Self-motivated and self-disciplined individuals· Real Estate Sales (Sales Agent) experience is preferred· Has an immediate/influential network of prospects· Strong communication skills· College graduate of any course or at least 2nd Year undergraduate (72 Units in College)

The RoleAs a Branch Sales Officer, you will ensure the achievement of business deliverables thru the tactical rollout of sales strategies and activities. And also, you'll address the banking requirements of those in the targeted market segment through the competent matching of client needs with our innovative products and services.
How you'll contributeMaintains a proactive and firm business stance in relation to industry competition, market conditions, and other external factors so threats are addressed and strengths and opportunities are maximizedBuilds stickier relationships with existing customers thru regular visits and review of their financial condition in order to maximize and expand business prospectsEstablishes strong synergy with partner units/groups thru active and collaborative undertaking resulting in successful cross-sellsEmploys accurate profiling of prospects thru objective assessment of their financial status and capabilities so we may properly address clients’ needs and be able to maximize their potentialSolicits new to bank customers by effectively presenting the bank’s products and services as solutions to clients’ needs thereby substantially improving customer basePerforms other related tasks which may be assigned from time to time.
What we’re looking for Graduate of any Bachelor’s Degree courseAt least 5 years strong sales experience in any industry. Branch Sales experience is preferred but not required.Must have an experience doing field work, new client acquisition, and client management.Must be mobile and willing to be assigned in any branches within the Region if needed.Must be resilient and has a go-getter attitude|
About Security BankSecurity Bank is one of the Philippines’ best capitalized private domestic universal banks. Established in 1951 and publicly listed with the Philippine Stock Exchange (PSE:SECB) in 1995, our major businesses cover retail, corporate, commercial, and business (MSME) banking.
We’re recognized as an Employer of Choice in Philippine banking by various award-giving bodies for our values-based culture, industry-leading engagement and benefits, and commitment to work-life balance.
Most recently, we ranked as the #2 best employer in the Philippines and #54 globally on the prestigious Forbes’ World’s Best Employers 2023 list.
At Security Bank, our approach to Human Capital Management (HCM) is embodied by our Employee Value Proposition (EVP): “YOU matter.”
Start your BetterBanking career with us today.

Locations:Smile Residences, Bacolod

Job Qualifications:Licensed Architect/ Civil EngineerProficient in AutoCAD, Microsoft OfficeProficiency in Sketchup is a plusPreferably with Design Management experienceWith excellent communication skills, organized, detail oriented, strategic, and can work independently or within a team.
Job Description:Assists the Design Manager in project Design Management by monitoring, reviewing and evaluating Consultant outputs in all planning & design phases to ensure conformance with project objectives, timelines, and design standards.Responsible for contract management of various consultants for assigned projects including billing processing and contract issuance.Performs architectural design and design management tasks, including taking lead roles in design coordination meetings and site inspections.Design management for Architecture, Engineering and Landscape trades for each assigned project.Technical coordination during planning and constructionThorough review of plans, site inspections and preparation of reports for the findings, clarifications, response to construction and design queries.Ensure design conforms with budget, company product standards, permit and codal compliance.Assist in the design standardization efforts of the companyFiles assigned project documents; assists the Design Manager in the preparation of reports, answers queries of buyers assigned by CRM and other departments, billing and contracts processing.Assists the Design Team in doing research on various fields such as material and construction trends and innovations, competition scanning

The Role
The Branch Business Manager position is responsible for managing the branch’s overall profitability. He/she determines market/ business potential in his/her branch /area of responsibility. When it comes to career growth, it is an opportunity to get valuable corporate experience while learning from seasoned leaders in a highly competitive field.As a member of the Branch Banking group, you will be at the forefront of giving personalized and quality service to our clients. From marketing and sales generation to administration and control, the Business Manager will be instrumental in ensuring the efficiency of our branch business.We are looking for Business Managers who will bring fresh ideas to the continuous improvement of our processes, and passion when it comes to the execution of projects and tasks. We need our Business Managers to be versatile and enthusiastic when it comes to dealing with challenges that are inherent in a hyper-competitive industry.Security Bank’s mission is to meet our customers’ needs with intelligent and personalized solutions as we help them build for their future. Our Business Managers are our front line in providing a Better Banking experience to all Filipinos, whether it’s finding new ways to address their pain points, delivering the highest standards of service, or setting the trend for the rest of the bank to follow.
How you'll contributeAssist the Area Head in determining the market/business potential of his assigned branch and in the formulation and implementation of strategies for the attainment of their targets.Maintains a proactive and firm business stance about the industry competition, market conditions, and other external factors so threats are addressed and strengths and opportunities are maximizedManages the branch’s overall profitability by growing the business, optimizing income, and rationalizing expenditures thereby resulting in a healthy bottom lineEstablishes strong synergy with partner units/groups thru active and collaborative undertaking resulting in successful cross-sellsMonitors and reviews actual performances versus targets based on MIS reports to determine the percentage of achievement and plans actions with respective team members to close gapsDevelops the entire branch sales force thru coaching, mentoring, strategizing, and monitoring to produce and retain highly competent and results-driven sales talentsIdentifies and endorses customers for credit accommodations, waivers, and special approvals while adhering to set bank guidelines to ensure accurate price quotes, mitigate risks and realize potential income
What we're looking forMust have a minimum of 5 years of sales and marketing experience in the banking industryShould have excellent selling and negotiation skills and preferably have an active client portfolio in the assigned locationWith good problem and analytical skillsWith strong leadership and supervisory skillsActively seeks new ways of working to improve efficiency and productivity
About Security BankSecurity Bank is one of the Philippines’ best capitalized private domestic universal banks. Established in 1951 and publicly listed with the Philippine Stock Exchange (PSE:SECB) in 1995, our major businesses cover retail, corporate, commercial, and business (MSME) banking. We’re recognized as an Employer of Choice in Philippine banking by various award-giving bodies for our values-based culture, industry-leading engagement and benefits, and commitment to work-life balance.
Most recently, we ranked as the #2 best employer in the Philippines and #54 globally on the prestigious Forbes’ World’s Best Employers 2023 list.
At Security Bank, our approach to Human Capital Management (HCM) is embodied by our Employee Value Proposition (EVP): “YOU matter.”
Start your BetterBanking career with us today.

Job Summary
In charge of the execution of efficient service delivery of basic frontline tellering functions, acceptance/receipts and payments and other functions over the counter, in the branch of assignment, either temporary or on permanent basis, with emphasis on the observance and compliance to regulations, policies and procedures, whether internal or external including the adherence to the code of ethics.
Job Description
Services clients and greets all clients transacting at the counter with a smile and warm disposition using the standard greeting spiel for frontliners. After service is rendered to the client, verbally expresses thanks with a smileExecutes regular and assigned functions in strict adherence to existing rules and regulations, whether internal or from regulators and delivers the services in a timely, competent and friendly manner.Acts as a primary holder of Vault teller user ID as designated by the BOO and validates cash transfer from/ to Vault and Cash Center in BDS-SIBS system subject to officers override.Acts as alternate custodian of keys and combinations, as may be designated by the Area Head, in accordance with the custodianship matrix of the bank.Primarily responsible in establishing the true and valid identity of the clients transacting at the teller’s counter with special caution in establishing the identity of clients effecting withdrawals, encashing checks and transactions done by a representative.Makes cash requisitions based on anticipated cash requirements for the day and transfers cash to the vault at the end of the day or as soon as there is excess cash vs limit over the counter. Ensures that transfers and requisitions are supported and based on duly accomplished, validated and approved cash transfer slips.Verifies cash received from vault including the contents of the picos to ensure accuracy of cash on handAccepts and receives cash, check deposits and various payments over the counter for both peso and FCDU accounts
Qualifications
Graduate of any 4-year degree courseOpen to Fresh GraduatesGood communication skills and great customer service handling

Responsible for design management, assessment, coordination, and control of Building Services concerning Electrical (Power and Lighting) and Auxiliary (Telecommunication- Fixed and Wireless, Fire Detection, and Alarm System, Security and Parking Systems, BGM, and Paging System and Cable TV System) of Rockwell projects in Bacolod.
Qualification -Must be a licensed Electrical Engineer-Must have at least 3 years experience in residential, commercial, and/or mixed-used development.

Qualifications:Manila-based Seller for luxury commercial & residential lots in BacolodMust have strong sales skillsExperience in high-value property transactionsNetwork of qualified buyers

One of the SM Retail Affiliates is looking for a high-impact Store Manager to lead their SM Bacoor branch. If you are a strong retail leader who thrives on hitting targets, building high-performing teams, and delivering exceptional customer experiences, this role is for you.
What You’ll DoDrive sales performance and achieve store targetsLead, coach, and motivate a results-driven retail teamDeliver excellent customer service and build customer loyaltyEnsure smooth store operations, compliance, and visual standardsManage merchandise availability, inventory, and loss preventionPartner with HR, Merchandising, and Warehouse teams for store success
What We’re Looking ForBachelor’s Degree in any 4-year course3–5+ years of store management experience (retail, food, or similar)Furniture retail, B2B or corporate selling experience is a plusStrong leadership, business acumen, and customer-first mindsetWilling to be assigned at SM Bacolod
Why Join Us?Lead a trusted and growing retail brandMake a direct impact on sales, people, and customer experienceEnjoy career growth in a dynamic retail environmen

Job SummaryThe Quality Analyst is responsible for monitoring and evaluating customer interactions to ensure compliance with company standards, policies, and performance expectations. This role focuses on improving agent performance, enhancing customer experience, and driving continuous process improvement through quality assurance, coaching, and reporting.
Key Responsibilities
Quality Monitoring & EvaluationMonitor customer interactions (calls, chats, emails, and other channels) to ensure adherence to company guidelines, policies, and quality standards.Evaluate agent performance using predefined Key Performance Indicators (KPIs) such as customer satisfaction, script adherence, accuracy, and resolution time.Identify performance gaps, trends, and opportunities for improvement, escalating critical issues when necessary.
Feedback & CoachingProvide timely, constructive, and actionable feedback to agents based on quality evaluations.Conduct regular coaching sessions focused on communication skills, product knowledge, and effective customer handling techniques.Partner with team leaders and managers to review performance results and develop improvement plans for underperforming agents.
Reporting & DocumentationMaintain accurate and up-to-date quality monitoring records, including feedback, corrective actions, and follow-up plans.Prepare daily, weekly, and monthly quality performance reports highlighting trends, strengths, and areas for improvement.Analyze and report on common customer complaints and recurring agent performance issues for management review.
Process ImprovementCollaborate with management and cross-functional teams to identify process gaps and recommend improvements to enhance service quality.Participate in internal audits and quality assessments to ensure compliance with established standards.Suggest updates to training materials, procedures, and quality guidelines based on monitoring results and customer feedback.
Training & Development SupportSupport the training and onboarding of new agents by sharing best practices, quality expectations, and performance insights.Serve as a subject matter resource by answering agent questions and providing guidance to support skill development.
Customer Experience FocusEnsure agents consistently deliver positive customer experience by following customer service standards and resolving inquiries effectively.Track customer satisfaction data and feedback to identify patterns, root causes, and improvement opportunities.
Compliance & AdherenceEnsure all agents comply with company policies, regulatory requirements, and industry standards.Identify deviations from standard operating procedures and promptly escalate non-compliance issues.
Collaboration & CommunicationWork closely with team leaders, managers, and other departments to align quality objectives and address performance challenges.Act as a liaison between agents and management by communicating feedback, concerns, and improvement recommendations.
Qualifications & Skills3 year's experience in Quality Assurance, Quality Analysis, preferably in a BPO setting. Strong analytical skills with attention to detail.Excellent verbal and written communication skills.Ability to deliver feedback professionally and coach agents effectively.Proficiency in reporting, documentation, and quality monitoring tools.Strong understanding of customer service principles and performance metrics.Must be amenable to work on site (Robinsons Cybergate 2, Mandalagan, Bacolod City) and graveyard schedule (CST/EST Timezone).

Sr. Representative, Real Time ManagementJob Description:The Sr. Representative, Real Time Management is responsible for managing the intraday performance of one program or line of business within a Call Center environment. This position will utilize monitoring systems to ensure appropriate staffing levels and agent availability to meet client expectations and Concentrix scheduling.
Essential Functions/Core ResponsibilitiesDistributes accurate and timely agent schedulesInputs intraday corrections and exceptions into systems for agent time off and absencesMonitors inbound volume for unusual activity to ensure staffing needs are metRecognize abnormal scheduling issues and escalate as necessaryInitiates and coordinates trouble tickets and escalate issues as requiredPrepares standard and ad hoc reports for agent availability effectivenessMonitors and resolves agent availability concerns via face-to-face communications, phones, and messaging applications with agent(s) and command center.Roles & Responsibilities:Acts as a Subject Matter Expert (SME) for RTA function. Effectively manage intraday of multiple accounts on different systems and platforms plus providing RCA and recommendation on operational performance. Proactively provides BCP related updates and task such as weather, traffic, earthquake, socio political events, etc that may impact delivery. Works collaboratively with CoBRA Automation team on project support, data gathering, report call-outs, validation and other task needed. Assist on NICE IEX webex session for troubleshooting and other system issue discussion with IT. Delivery of all designated reporting activities as detailed by Service Menu to agreed timescales and quality both internally and externally. Ability to communicate with all levels of internal/external client on a professional level. Ability to extract, manipulate and present data from WFM application/manual platform and utilize its full functionality. Ability to communicate with all levels of internal management & analysts, client and CNX Operations on a professional level.DisclaimerThe above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Job DescriptionCoordinates with other disciplines (Structural, Architectural, and Electrical) and supervise implementation of Mechanical, Plumbing/Sanitary, and Fire Protection (MPF) works on site based on approved plans and specificationsReviews and evaluates construction plans, approved specifications, requests for approval, and requests for clarificationCoordinates with MPF consultants for clarifications or queriesCoordinates with general contractor's MPFMinimum QualificationLicensed Mechanical EngineerAt least 3 years work experience