Holy Child School of Davao College

Davao City National High School

Staffing Team Lead at Appen

"Named by FlexJobs as one of the Top 100 Companies Offering Flexible Jobs in 2014, 2015 & 2016.“

Appen is a global leader in speech and search technology services. With expertise in more than 150 languages, Appen partners with leading technology and ecommerce companies as they develop new offerings and expand them to global markets. Our solutions help companies create engaging products with accurate speech interfaces and relevant content ranging from web sites, to maps, images, and merchandise.

At Appen, our passion lies in people, language, and technology. We work to build localized connections on a global scale – one product, one client, one person at a time. Our team consists of a wide variety of full-time and freelance talent from every corner of the globe. We are committed to creating a culture that prioritizes personal growth through professional development for each of our valued team members.  

Visit us to learn more at www.appen.com

Appen

Staffing Team Lead

•	Works closely and collaboratively with project managers to understand the requirements for highly skilled, technical positions and to facilitate communication and proactive problem-solving
•	Researches target language and culture for international projects
•	Leverage online sourcing resources and in-house ATS to identify and attract the very best candidates
•	Manages candidate screening process, administer NDA and contracts
•	Schedules qualified candidates for interview by project manager if requested
•	Maintains records of consultants to include contract date(s), performance records and terminations
•	Develops and places postings for Web Search Division projects
•	Leads the continuous improvement of creative, effective, cost-effective sourcing strategies through tracking, monitoring and analysing for effectiveness for assigned countries/markets
•	Builds and maintains a pipeline of key talent to respond efficiently and effectively to project resource needs and the growth of the business
•	Maintains metrics on the effectiveness of postings
•	Works on cross-functional sourcing process projects and other duties as assigned

Staffing Specialist

•	Manage a team of call-center agents.
•	Be available to affect the entirety of the team's operations.
•	Manage by walking around. Be visible to answer questions.
•	Take calls that your agents can't handle and be available when an agent appears to need assistance.
•	Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.
•	Motivate and encourage agents through positive communication and feedback
•	Meet at least once each week with your team. At a minimum, review the following topics:
     •	  Review the past week's events, including statistics, results and industry news.
     •	  Disseminate new product information to the agents.
     •	  Discuss a sales theme or point-of-interest topic for the agents.
     •	  Introduce new staff members.
     •	  Present commendations and awards.
     •	  Communicate company information.
     •	  Answer questions and comments.
     •	  Provide agents with a glimpse of future weeks.
•	Keep track of attendance, daily statistics, paid time off, sick time, etc.
•	Ensure administrative bookkeeping is accurate.
•	Create and maintain files on each agent as they relate to attendance, production, and reviews.
•	Present to the Project Manager at the conclusion of each week a breakdown of the past week's monitoring checklists and a written performance summary of the team.
•	Team and Individual analysis of upcoming quarter.
•	Create effective channels of agent feedback.

Sutherland Global Services

Team Manager

•	Handles a high volume of inbound calls from customers, answering inquiries and providing information.
•	Mentors junior colleagues in the performance of product/service related activities.
•	Educates customers on the usage of products/services and additional available benefits and services.
•	Investigates and resolves complaints to ensure customer retention and satisfaction; helps others identify solutions for common problems.
•	Provides customer support on difficult problems.
•	Implements tactics to de-escalate problem situations immediately.
•	Teaches techniques for transitioning from problem solving to technical opportunities.
•	Analyzes the characteristics of threats and selects the proper plan of action for handling them.
•	Advises on methods for identifying leads and procedures for turning them over.

Subject Matter Expert

•	Deliver service and support to customers
•	Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services
•	Gather customer’s information and determine the issue by evaluating and analyzing the issue
•	Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, IPTV, VOIP and more
•	Research required information using available resources
•	Follow standard processes and procedures
•	Identify and escalate priority issues per Client specifications
•	Redirect problems to appropriate resource
•	Accurately process and record call transactions to the  customer’s account
•	Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business
•	Organize ideas and communicate oral messages appropriate to listeners and situations
•	Follow up and make scheduled call backs to customers where necessary
•	Stay current with system information, changes and updates

Technical Support Associate

•	Studying documents to get an overall idea of what they cover
•	Identifying important words and phrases in the text, noting where they occur and putting them in alphabetical order
•	Identifying the main topics and breaking them down into sections
•	Cross-referencing related topics
•	Organising the index so that information is easy to find
•	Indexing photographs, diagrams and other illustrations
•	Using specialist computer software for sorting, formatting and printing.

Kyrus Rocete