2022 Channel Performance Lead null

About Globe Telecom

Globe Telecom, Inc. (Globe) is the leading Telecommunications company in the Philippines and the purveyor of the Filipino digital lifestyle. They provide cellular, broadband, and mobile data services by focusing on enriching their content offerings amid customers' growing preference for multimedia platforms across multiple screens and devices. They want to enrich lives through communications by simplifying technology so that they bring customers closer to what matters most.

Your role

• Scale end-to-end digital operations
• Oversee delivery of reports and insights that analyze business functions and impact
• Define, develop and own initiatives that remove blockers and improve the overall performance of the digital operations team
• Develop and implement quality controls & departmental standards to ensure data quality & accuracy
• Accountable for operational and customer experience (NPS) outcomes in their specific end-to-end customer episode
• Drive closure of critical deliverables to achieve/improve service level performance
• Provide regular updates to stakeholders and management on all  pain points of our customers
• Release formal incident report and RCA  to stakeholders, business/operations, and system users
• Track/monitor problems affecting DGT services
• Monitor VOCs and proactively log a ticket if a complaint is recurring 
• Manage day-to-day health check status with teaming partners and vendors of DGT channels based on functionality/feature
• Provide data on historical performance issues as input to the SLA report
• Communicate reason of the failure for any production issue among DGT channels
• Collaborate with L1, L2 and L3 for bridge calls
• Document day-to-day issue/performance updates (at least 3x a day)
• Review accuracy and completeness of  RCA
• Govern channel quality and performance for all digital channels (online, app, and bot) 
• Daily lead for establishing and maintaining strong partnerships with VoC stakeholders
• Identify new opportunities based on customer feedback.
• Support the execution, maintenance, integration, and insights on service delivery and operations

Training, development & rotations

A challenging eight-week program that blends classroom learning with real-world application, it is a great opportunity for interns to work on meaningful projects that directly impact business results.

This is open to local and international students in their second to last (penultimate) year of their college education.

On-The-Job-Training Program  - Running throughout the entire year, this project-driven program allows students to contribute to Globe, directly impacting business results. It aims to gather talents with Business and Technical degrees, and as a feeder to the Management Development Program.

This is open to local and international students in their second to last (penultimate) year of their college education.

Cadetship Program - A two-year program that provides the flexibility to explore career opportunities within the engineering domain. You will work with different teams in the Network Technical Group and get on-the-job training.

This is open to graduates in the top 10% of their Electrical and Communication Engineering courses. Candidates with leadership potential and a track record of extra-curricular participation are preferred.

Globe Post-Graduate Internship Program - A challenging eight-week program where you will apply your experience to real projects with a direct business impact. Highlights of the program include frequent opportunities to interact with senior management and executives.

This is open to postgraduates/MBA students (local and international) between their 1st and 2nd-year degrees and individuals with outstanding industry expertise.

Compensation & benefits

• Maternity & Paternity Leave
• Maternity & Paternity Leave
• Vacation & Paid Time Off

Career progression

In partnership with top colleges and universities, Graduate to Globe is a development program set out to discover the best and brightest young minds for the next generation of Globe. Join us, and make the most of your passion.

In partnership with top colleges and universities, Graduate to Globe is a development program set out to discover the best and brightest young minds for the next generation of Globe. Join us, and make the most of your passion.

Work-life balance

Globe cares for people, not only for its employees but also the communities surrounding its operations, as they are critical to the success of its business. Their commitment to uphold and respect human rights includes promoting safe and secure working environments for all workers, which is in accordance with the principles and standards of good corporate governance they adopt. It is the management’s primary objective, the employees’ individual and collective responsibility, including their business partners to meet this commitment.

Their commitment to occupational health and safety through a workplace with prime consideration for the safety and well-being of their employees, partners, and the public is guided by ISO 45001 Occupational Health & Safety (OHS) Management System, ISO 31000 Risk Management Guidelines, and International Labour Organization Standards.

Company culture

19 employees at Globe Telecom have reviewed Globe Telecom across various culture dimensions, providing their opinions on items ranging from executive ratings to the pace at work. The latest review was 8 days ago.

Overall, the 19 Globe Telecom employees give their leadership a grade of A-, or the Top 15% of similar size companies on Comparably. This includes specific ratings of their executive team, CEO, and manager.

Employees at Globe Telecom are pleased with their total compensation at Globe Telecom, which includes a combination of pay, stock and equity, and benefits.

Overall, employees at Globe Telecom are extremely happy with their team. 19 Participants grade the quality of their coworkers an A+. The majority believe the meetings at Globe Telecom are effective, and the majority look forward to interacting with their coworkers.

The majority of employees at Globe Telecom believe the environment at Globe Telecom is positive. Most Participants believe the pace of work at Globe Telecom is extremely fast. About 60% of the employees at Globe Telecom work 8 hours or less.

Overall, the employees at Globe Telecom are happy, based on their aggregated ratings of future outlook, customer perception, and excitement about going to work.

How to apply

To apply for this position, simply click the “Apply” button on this page

Source/s

• Glassdoor.com
• Comparably.com