Alabang (96050), Philippines, Muntinlupa City, National Capital Region (Manila)Process Specialist (ADP)Summary: To support the network through real-time monitoring of trends, volumes, file and transactions, and react by activating the appropriate levers. Ensure all business processes are working as designed to meet customers and stakeholders’ needs.General Responsibilities: Real Time Monitoring and ManagementMonitor all daily critical metrics and trigger escalation procedures when thresholds are reached to ensure operational goals are metStay on top of email and chat engagements, including other public channels the team is manningMaintain daily dashboards, prepare and send daily reportsConduct analysis and recommend solutions to real time performance issuesPartner with global teams to ensure appropriate support and health of the networkIncident ManagementAct as point of contact for operations to convey technical difficulties and servicing challengesBe a liaison for resolvers to collect and validate information needed for troubleshootingMonitor and track reported incidents, perform reviews and provide reports to close the loopManage bridge lines, including sending of communications to stakeholders to drive awareness at every stage of an incidentEnsures all outstanding issues are escalated and resolved timely and accurately AdministrativePerform audits, reviews and care for internal summary emailsManage Handoff emails, Event monitoring (eg weather, civil), leadership ad hoc and asks Support or rotate to other work towers as neededMaintain Process documentation and governanceAutonomously prioritize assigned tasks as necessaryIdentify process improvements and make recommendations to drive these to implementationBasic Qualifications: Amenable with an Onsite Work SetupWork Schedule: 8 PM to 5 AM, MLAEducational Background: College level or equivalent work experience1.5 years of relevant process management or working experience in a call center environmentProficiency in Google Suite or Microsoft Office with strong Google Sheets/MS Excel skillsStrong analytical and organization skillsCreative decision making, able to think outside-the-box real-time as data/information are made available Proven ability to work in a fast-paced, iterative cycle with multiple deliverables under schedule deadlinesStrong communication skills with the ability convey technical concepts in an easy to understand mannerStrong attention to detail and a sense of urgency in escalating and resolving outstanding issuesCan work effectively both in a team environment or independentlyPreferred Qualifications: Applies sound business Judgment to execution, customer-first mentalityStrong collaborative drive with the ability to influence the course of the conversation as neededMethodical, procedural and able to work through challenges in the ‘gray’Calm under pressure, maintains a positive approach specially during discovery/troubleshooting stagesHighly proficient in both verbal and written communication, able to effectively liaise between different partiesHas a strong sense of continuity and able to ‘fill’ the events of the day, asks questions if uncertainties are presentAble to self-direct, good work ethic, can operate with minimal supervisionNo agencies please. 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