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Data Scientist

Position Summary:

Our client is seeking an experienced Data Scientist to join their team! The ideal candidate will have a strong background in statistical analysis, machine learning, and data manipulation, with expertise in Azure AI services and cognitive technologies.

Job Details:

  • Work from home.
  • Monday to Friday | 3 PM to 12 AM Manila Time
  • *Following UK Holidays

Responsibilities:

  • Develop and implement advanced machine learning models for forecasting, churn prediction, and OCR using Azure AI services
  • Design and implement AI-powered chatbots and virtual assistants using Azure Bot Service
  • Leverage Azure Cognitive Services for text analytics, computer vision, and speech recognition tasks
  • Analyze complex datasets to extract actionable insights and drive business decisions
  • Collaborate with cross-functional teams to identify and solve business problems using data-driven approaches
  • Create and maintain data pipelines for efficient data processing and model deployment
  • Present findings and recommendations to stakeholders in a clear, concise manner

Qualifications:

  • Master's or PhD in Computer Science, Statistics, or a related field
  • 5+ years of experience in data science, with a focus on forecasting, churn prediction, and cognitive services
  • Proficiency in Python, R, or similar programming languages
  • Strong knowledge of machine learning algorithms and statistical techniques
  • Extensive experience with Azure AI services, including Azure Machine Learning, Azure Cognitive Services, and Azure Bot Service
  • Hands-on experience implementing OCR solutions using Azure Computer Vision or custom models
  • Familiarity with natural language processing (NLP) and conversational AI technologies
  • Experience with Azure Databricks and other Azure data services
  • Excellent communication and problem-solving skills

by Carl Trinidad

Customer Service Team Lead

Position Summary:

The Customer Service Team Lead is responsible for managing a Team of Customer Service Representatives. You will be taking Supervisor calls, but if the call volume is higher than expected, you will be asked to take in some calls until the volume normalizes. Ultimately, you will be responsible for coaching and ensuring that the team is hitting the designated SLAs.

Job Details:

  • Work from Home
  • Monday to Friday | 8 PM to 5 AM Manila Time
  • *Following US Holidays

Responsibilities:

  • Develop standard procedures and policies for improving the service provided to customers.
  • Conduct meetings with managers to discuss process improvements and issues.
  • Maintain in-depth working knowledge of the company’s brands, systems, and processes.
  • Monitor business and process metrics to measure and manage customer service effectiveness.
  • Manage Customer Service Team
  • Provide Coaching
  • Motivate team
  • Evaluate Calls
  • Provide supplemental training
  • Ensure the team is hitting the SLAs
  • Take Supervisory calls
  • Leading performance reviews for team members
  • Demonstrates cross-selling and up-selling skills, maximizing all sales opportunities.

Qualifications:

  • At least 3 years of experience as a Customer Service Team Lead
  • At least 5 years of experience in a BPO environment handling inbound calls
  • Ability to multitask between multiple tools and systems
  • Ability to demonstrate functional skills in communicating and explaining basic information to the customer.
  • Keen awareness of company policies and procedures while applying sound judgment within scope.
  • High focus on attendance and possibly variable schedule(s)
  • Excellent communication skills

by Carl Trinidad

Collections Team Leader

Job Summary:

The Collections Team Leader is a critical driver of success for the company's collections strategy in New Zealand. You'll lead a team of collectors, fostering a high-performing environment focused on outstanding collections and exceptional customer service. Your success hinges on empowering your team, navigating complex situations, and bridging the gap between the Philippines and New Zealand teams.

Job Details:

  • Eastwood Libis, QC – On-site
  • Monday to Friday | 6 AM to 3 PM Manila Time
  • *Following New Zealand’s Holidays

Key Responsibilities:

  • Team Leadership: Motivate and coach your team members, helping them achieve their full potential and consistently exceed collections targets. Foster a collaborative and supportive environment where open communication thrives. Identify and address performance gaps, providing clear guidance and opportunities for growth.
  • Collections Excellence and Escalation Management: Develop and implement strategies to optimize collections processes and maximize debt recovery. Act as the primary point of contact for complex customer issues and escalated situations, ensuring efficient resolution. Partner with the New Zealand team to address customer concerns and navigate market-specific challenges.
  • Cross-Team Collaboration and Communication: Serve as a bridge between the Philippines and New Zealand teams, fostering seamless collaboration and knowledge sharing. Ensure clear and timely communication across all teams, keeping everyone informed and aligned towards shared goals.
  • Reporting and Quality Assurance: Oversee team performance metrics and reporting, providing valuable insights to the Operations Manager. Implement robust quality assurance processes, setting high standards and ensuring adherence to best practices and compliance.

Qualifications:

  • Experience leading and motivating a team in BPO environments
  • Impeccable domain of the English language
  • Experience with NZ and or Australian customers is preferred but not essential
  • Experience managing collections
  • Excellent communication, coaching, and interpersonal skills
  • Demonstrated problem-solving and conflict resolution skills
  • Proven ability to train and mentor others
  • Ability to work based on principles and apply these principles to unique situations
  • Technologically savvy with advanced Excel knowledge
  • A humble approach, exhibited by their willingness to learn and grow

by Carl Trinidad