Implementations Analyst - Project Management

JOB DESCRIPTION

WHAT YOU’LL LIKE ABOUT US

• Great company culture! Our diverse backgrounds, commitment, and passion are the things that make us great.
• We geek out on new ideas, proposals, anything that will positively impact our clients and of course, you!
• We’ve got training sessions in store to help you level up your skill set.
• With you on Boldr’s side, we’ll tackle social responsibility initiatives together.
• We have rest and relaxation benefits -- you’ll have ample time to travel wherever you please! And we’ll want to hear all about your stories when you get back to the office.
• We also cap off every week with a bit (a lot) of competitive board games.

WHAT YOUR ROLE IS

As an Implementations Analyst focusing on Project Management, you will collaborate with the internal Implementations Team in tracking, designing, and implementing solutions to optimize the quality of each client’s existing processes and systems.

You will be responsible for leading the coordination and project-tracking for different projects and all corresponding internal and external stakeholders. Additionally, you will take point in pilot testing a wide range of tasks for Boldr’s new and prospective clients of various services across several industries, and in making sure that the tasks are effectively handed over to the Service Delivery team.

WHY WE WANT YOU

We are looking for impact-driven individuals who are passionate about helping Boldr grow and achieve our Purpose. We expect our Team to become our ultimate partners to success by always giving their 110% in everything, sharing their talents and quirks, and championing our core values: Curious, Dynamic, and Authentic.

WHAT YOU’LL DO

• Support new client implementations by taking a deep dive into the client’s systems and processes to identify both their explicit and implicit needs
• Ensure that all projects are delivered on-time, within scope and well communicated
• Assist in the definition of project scope and objectives, involving all relevant stakeholders and ensuring technical feasibility
• Manage the relationship with the client and all stakeholders
• Build and optimize processes and tools within the defined scope of service
• Continuously identify and execute tactics for the holistic and consistent improvement of all new and existing clients
• Develop comprehensive project plan for client and stakeholders visibility
• Proactively identify opportunities for process improvement and optimization across all functions
• Interpret current data sources/systems and make recommendations
• Design onboarding and training approach of newly built teams
• Participate as required in the client-facing aspects of new account implementations

What Your Role Is

As a Data Services Associate, you will be working with different tools and databases to gather and store data. You are responsible for executing processes as defined by the client and/or management. The role requires keen attention to detail while maintaining productivity at defined proficiency levels and an aptitude to learn new processes.

Why Do We Want You

We are on the lookout for impact-driven, life-long learners who are passionate in helping Boldr grow and achieve our Purpose. We expect our team to become our ultimate partners in success by always giving their 110% in everything, sharing their talents and quirks, and championing our core values: Curious, Dynamic and Authentic.

What You'll Do

• Execute processes assigned by the client and/or management
• Ensure defined productivity targets are met
• Ensure defined quality targets are met
• Identify process improvement opportunities as they arise
• Reports process deficiencies to ensure accurate execution of tasks

As an Admin & Health Officer, you will provide administrative support to ensure efficient operations of the office, as well as provide basic healthcare services to employees. You support managers and employees through a variety of tasks related to organization and communication. You are responsible for confidential and time sensitive material. You are able to effectively communicate via phone and email ensuring that all your duties are completed accurately and delivered with high quality and in a timely manner.


What You'll Do

General Administrative Support such as:

• Office Operations and Maintenance escalations;
• Respond to night shift Admin tickets
• Social hygiene, anti-allergens, cleanliness, disinfection
• Support for Business Sanitary Permits
• Support for Company Events
• Compliance with DOLE, DOH, DSWD government agencies/organizations on health policies
• Filing of pre-employment requirements, medical records, government forms

Support for Health Benefits:

• Serve as company nurse and POC for all health-related concerns
• Maintain the first-aid kit
• Produce Illness & Annual Medical Report
• Execute recommended OSH action items pertaining to health
• Administer HMO benefits & serve as POC to external HMO provider
• SSS health benefits
• Philhealth benefits
• Validate Medical & Fit-to-Work Certificates (1-day TOT)
• Pre-arrange pre-employment medical examination (align on Cocolife process)
• Pre-arrange Annual Physical examination (March of every year)
• Support for Mental Health Program:
• Support for Counseling Program
• Serve as POC for counselors
• Receive quarterly reports from counselor
• Schedule and sync up with L&D and HR and project manage action items from counseling report

What You'll Like About Us

• Great company culture! Our diverse backgrounds, commitment, and passion are the things that make us great.
• We geek out on new ideas, proposals, anything that will positively impact our clients and of course, you!
• We’ve got training sessions in-store to help you level up your skill set.
• With you on Boldr’s side, we’ll tackle social responsibility initiatives together.
• We have rest and relaxation benefits. You’ll have ample time to travel wherever you please!
• We also cap off every week with a bit (a lot) of competitive board games.

What Is Your Role

As a Team Captain, you are responsible for the day-to-day management of a team of Customer Advocates performing tasks such as phone, email or chat interactions as well as the execution of our Client’s tasks. You will be tasked with designing and implementing solutions to optimize the quality of our client’s existing processes and system. You will also be working closely with different client stakeholders in helping to ensure continuous improvement across their product and service. You will help build out a support team from scratch by acting as a consultant with regard to CX best practices and approaches. You will also be instrumental in cultivating potential growth opportunities for the team.

Why Do We Want You

We are currently looking for impact-driven individuals who are passionate about helping Boldr grow and achieve our Purpose. We expect our Team to become our ultimate partners to success by always giving their 110% in everything, sharing their talents and quirks, and championing our core values: Curious, Dynamic, and Authentic.

What You Will Do

• Supervise and develop a team of Team Captains through guidance, observation and performance management activities. These include but are not limited to:

1. Guidance - Coaching, feedback sessions, upskill training, direction
2. Observation - SBS, QA

• Performance Management - Taking steps to ensure learning and growth through development plans and, when necessary, progressive counseling.
• As Team Captain, you are expected to conduct regular 1x1 coaching sessions with all your direct reports. These 1x1 sessions will aim to identify points for improvement and celebrate successes. You will build a development plan which includes identifying training needs to further develop and improve their skill set.
• Anticipate business needs through data and performance analyses. When required, prepare a business case with recommended steps to improve (e.g. staffing or schedule adjustments, process changes or training).
• You will be reporting performance trends, current and emerging issues, and summarizing data for the client and internal stakeholders and then formulate actionable next steps based on your observations.
• Be an advocate of process improvement. Since you are in the frontlines, it is expected that you will constantly be on the lookout for opportunities and will provide your suggestions on how our clients can further improve their service.
• You will be directly communicating with the client and all internal stakeholders and are responsible for any action that requires immediate attention arising from escalations from any of these stakeholders.
• Work hand in hand with the implementations team during new client launches. You are expected to be involved in the hiring process and in building your team as per the Client’s needs. You will be immersing yourself in the actual training and nesting during the client onboarding process. You will be upskilling yourself with everything there is to know about our client’s customer service process.
• If you are not required by the client to be in the queue, you are still expected to handle actual live interactions and dive-in to the queue whenever necessary (due to volume spikes, etc) or to keep yourself abreast of current and emerging customers’ concerns and issues.
• Maintain/Update all process and training documents related to your client. It is also your responsibility to make sure that all your team members are aligned and updated with these processes through team huddles and training.
• Conduct training needs analyses and work with L&D to ensure that you and your team are equipped with all the necessary skills and knowledge required to do your duties.
• Foster a working environment that will promote harmony and increase retention.

Additional Tasks

• Assist agents with work load from time to time

What You'll Like About Us

• Great company culture! Our diverse backgrounds, commitment, and passion are the things that make us great.
• We geek out on new ideas, proposals, anything that will positively impact our clients and of course, you!
• We’ve got training sessions in store to help you level up your skill set.
• With you on Boldr’s side, we’ll tackle social responsibility initiatives together.
• We have rest and relaxation benefits. You’ll have ample time to travel wherever you please! And we’ll want to hear all about your stories when you get back to the office.
• We also cap off every week with a bit (a lot) of competitive board games.

What Is Your Role

As the Team Captain, you will be responsible for the day-to-day management of one of our Sales Development teams. You will drive the execution of outbound sales initiatives and will serve as a point of escalation for issues outside the authority of a team member. You will be responsible for ensuring that the team delivers high-quality services and that they meet their KPI targets. You will also be working with the Service Delivery Manager as well as the People Manager to identify growth and development opportunities for the team members.

Why Do We Want You

We are currently looking for impact-driven individuals who are passionate in helping Boldr grow and achieve our Purpose. We expect our Team to become our ultimate partners to success by always giving their 110% in everything, sharing their talents and quirks, and championing our core values: Curious, Dynamic and Authentic.

What Will You Do

Account Management

• Ensure that team’s performance are aligned with long-term success of the team, the company, and the customers
• Meet and exceed appointment and pipeline targets, and plan to ensure consistent execution
• Identify, sponsor, and drive continuous improvement of technology and process enhancements that improve Client service, drive efficiency, and mitigate risk
• Relay consistent issues to Service Delivery Manager in a timely and efficient manner
• Establish Self as a trusted advisor and senior point of contact and escalation for internal and external clients and key stakeholders

People Management

• Work with the People Development Manager to make recommendations for their team member’s growth and career path, and assist in making a comprehensive training plan for them.
• Monitor attendance and punctuality and other people issues of all team members and consistently escalate them to the HR department for proper disciplinary action as needed

Performance Quality Management

• Monitor and assess team members’ performance, and provide timely feedback through regular coaching as well as through Weekly and Monthly performance reviews
• Ensure that team members are properly trained and working consistently to meet client needs
• Ensure that the team meets company and client-specific KPI targets

Logistics

• Ensure that team members and equipment needs are met to sustain service levels
• Recommend/suggest relevant alternatives to the product or tool being used by the company

External Communications

• Be familiar with the client’s key contacts, unique requirements, and operating processes
• Implement policies related to the Client’s products
• Contribute to the ongoing development of customer support and success processes
• Demonstrate mastery on the company and Client’s offerings (i.e. its product and services)
• Understand, investigate, and solve any complex client requests or complaints; particularly when multiple departments or teams are involved
• Identify opportunities for continuous improvement and additional client value, discussing directly with the Service Delivery Manager

What Will You Do

• Interact with customers to provide and process accurate, valid, and complete information with the highest degree of empathy, courtesy, and professionalism
• Perform problem tracking and ensure that issues are properly documented, prioritized, tracked, and resolved
• Ensure proper and timely escalation of issues to meet internal and external expectations
• Identify opportunities and recommendations for continuous process improvement
• Deliver service excellence and maximize customer service and satisfaction
• Work with the external team to stay updated on product and service knowledge

Job Description

What Is Your Role

As a Technical Recruitment Lead, you are responsible for overseeing the recruitment process in its entirety and ensuring that your team members are being provided proper support. This includes designing and modifying recruiting procedures, recording recruiting metrics, supervising the recruiting team, and monitoring the team's performance.

Why Do We Want You

We are on the lookout for impact-driven, life-long learners who are passionate about helping Boldr grow and achieve our Purpose. We expect our team to become our ultimate partners in success by always giving their 110% in everything, sharing their talents and quirks, and championing our core values: Curious, Dynamic, and Authentic.

What Will You Do

Team Supervision

• Ensure that the Talent Acquisition team continuously supports the business strategy, goals, shared values, and philosophy of the organization.
• Ensure that the Talent Acquisition team follows the set standard process to ensure the efficiency of all projects.
• Monitor the performance of the Talent Acquisition team.
• Continuously provide developmental activities to the team members.

Client Management:

• Develop and maintain a healthy relationship with all recruitment stakeholders, and ensure proper information is being disseminated to the concerned parties.
• Maintain a healthy relationship with RPO partners, and ensure that vendor policies are being followed.
• Assist various business units and establish appropriate human capital requirements.
• Provide subject matter expertise in all staffing policies and processes, and maintain knowledge on all equal employment opportunity regulations.
• Schedule and conduct job intake meetings for all assigned hiring requests.
• Sit down with stakeholders to do monthly account health checks, building rapport, and trust with the hiring team.
• Understand all requirements by having consistent sync up and immersion with hiring managers.

Candidate Management:

• Manage all recruitment channels (referrals, headhunters, online channels) and, if needed, research and recommend new sourcing channels/methods.
• Perform networking activities to promote Boldr and open roles.
• Source candidates through active and passive recruitment.
• Perform the initial stage of the recruitment process: screening, written assessment, and initial interview.
• Manage candidate interview schedules with the hiring team.
• Monitor the candidate referral tracker, and ensure all candidates are being processed.
• Ensure implementation of the TA-initiated incentives.

Administrative and Miscellaneous:

• Update onboarding and other presentation materials for the Talent Acquisition Team as necessary.
• Maintain knowledge on all industry trends to ensure compliance with all recruitment guidelines and assist recruitment teams in designing all performance standards.
• Manage and maintain recruitment databases/trackers.
• Prepare reports to clients and leads as necessary.
• Conduct yield rate checks monthly on assigned accounts.
• Undertake an in-depth review of current selection methodologies, making recommendations for, and implementing change.
• Reviewing online portfolios and resumes to pre-screen candidates.
• What success is for you
• Ensure at least an 80% pass rate (Quality).
• Ensure 100% day-to-day deliverables and targets are met. (Timeliness).
• Ensure 100% compliance with TA processes and company policies and values (Compliance).
• Ensure 100% accuracy and timely updating of candidates and trackers
• Create and implement marketing and impact partnerships and events for talent attraction.
• Coach team members to ensure zero escalations from stakeholders.

Your responsibilities

• Following up on outstanding Accounts Receivables
• Helping customers make changes to their payment profiles
• Process refunds, update complex billing profiles, troubleshoot billing issues
• Supporting, troubleshooting and solving customer problems, when needed
• Supporting all internal teams with customer payments
• Recommending and implementing process, and policy improvements

What Will You Do

• Interact with customers to provide and process accurate, valid, and complete information with the highest degree of empathy, courtesy, and professionalism
• Perform problem tracking and ensure that issues are properly documented, prioritized, tracked, and resolved
• Ensure proper and timely escalation of issues to meet internal and external expectations
• Identify opportunities and recommendations for continuous process improvement
• Deliver service excellence and maximize customer service and satisfaction
• Work with the external team to stay updated on product and service knowledge

As an Implementations Analyst, you will collaborate with the internal Implementations Team in designing and implementing solutions to optimize the quality of each client’s existing processes and systems. Additionally, you will take point in pilot testing a wide range of tasks for Boldr’s new and prospective clients of various services across several industries, and in making sure that the tasks are effectively handed over to the Operations team.

What You'll Do

• Support new client implementations by taking a deep dive into the client’s systems and processes to identify both their explicit and implicit needs
• Build and optimize processes and tools within the defined scope of service
• Continuously identify and execute tactics for the holistic and consistent improvement of all new and existing clients
• Proactively identify opportunities for process improvement and optimization across all functions
• Interpret current data sources/systems and make recommendations
• Collect and organize performance metrics of dedicated team members
• Design onboarding and training approach of newly built teams
• Participate as required in the client-facing aspects of new account implementations

What You'll Like About Us

• Great company culture! Our diverse backgrounds, commitment, and passion are the things that make us great.
• We geek out on new ideas, proposals, anything that will positively impact our clients and of course, you!
• With you on Boldr’s side, we’ll tackle social responsibility initiatives together.

What Is Your Role

As a Salesforce Cloud Consultant, you will be responsible for spearheading our client’s Salesforce implementation and migration. You will work closely with client stakeholders to understand their needs and build sustainable solutions to meet their business requirements.

Why Do We Want You

We are currently looking for impact-driven individuals who are passionate in helping Boldr grow and achieve our Purpose. We expect our Team to become our ultimate partners to success by always giving their 110% in everything, sharing their talents and quirks, and championing our core values: Curious, Dynamic and Authentic.

What Will You Do

• Take the lead in the client’s Salesforce implementation
• Build our client’s dashboard to manage data, and design analytics to track key Sales Cloud metrics.
• Gather information from key stakeholders to establish a baseline for designing Sales and Marketing solutions to meet business requirements
• Design applications and interfaces that maximize user productivity.

What Is Your Role

As a Service Delivery Manager, your primary responsibility is to develop and empower your Team Captains to be successful in their role. You will act as a business owner taking full accountability for the success of your teams, ensuring they are fully equipped to meet our commitments to our clients, and doing so with the highest level of quality.

What You Will Do

• Supervise and develop a team of Team Captains through guidance, observation, and performance management activities. These include but are not limited to:

Guidance - Assistance or tutelage with the development of team processes and performance measures, communication with the team, clients, and internal stakeholders, business reviews, presentations, conflict management, to name a few.

Observation - Periodically joining the Team Captain on calls with the client, team huddles, or coaching sessions to ensure you are up to date with all client and team developments. This also provides an opportunity to observe the Team Captain’s presentation, client communication, and coaching skills.

Performance Management - Taking steps to ensure learning and growth through development plans and, when necessary, progressive counseling.

• Ensure Team Captain is set up for success. You will be responsible for providing coaching, training, and other effective ways to ensure your Team Captains reach their full potential in their role, preparing them for further career advancement.
• Anticipate business needs through data and performance analyses. When required, prepare a business case with recommended steps to improve (e.g. staffing or schedule adjustments, process changes, or training).
• Prepare reports or business reviews by collecting, analyzing, and summarizing data and trends alongside the Team Captain. Equip them with the knowledge and savvy to utilize this information and turn it into actionable recommendations and next steps.
• Anticipate potential issues or concerns related to team performance or dynamics; proactively communicate with internal and external stakeholders and identify possible resolutions.
• Serve as the escalation point for clients and internal customers; respond expeditiously and take immediate actions to course correct team and individual performance or behavior.
• For new teams/ launches, ensure the quality of implementation by working closely with the Implementations team and Team Captain, making recommendations in areas including, but not limited to, process development and documentation, training, performance monitoring, team structure, and schedules.
• Support the implementation of processes and training protocols; assist in building a knowledge base that will simplify new agent onboarding.
• Act as an interdepartmental liaison, communicating Service Delivery needs in detail, serving as a consultant in the development of project plans (where applicable), and ensuring follow through to completion.
• Foster a working environment that will promote harmony and increase retention.

A Sales Development Representative interacts with clients’ customers to provide them with information to address inquiries regarding products and services. In addition, you deal with and help resolve any customer complaints.

• Reach out to potential customers to produce real opportunities by asking qualifying questions
• Understand the products inside and out and articulate our value proposition clearly
• Based on qualification, get an agreement from the customer to speak to a Sales Representative
• Work closely with sales teams to schedule qualified leads in accordance with approved sales management guidelines

What Will You Do

Team and Performance Management

• Monitor attendance and people concerns of all team members, coordinating closely with the HR Team for disciplinary cases
• Ensure that team members are properly trained and working consistently to meet client needs
• Generate reports from KPI dashboards and ensure that the team meets company and client-specific KPI targets

People Development

• Identify growth and development opportunities for team members to enable career progression and self-development
• Monitor and assess team members’ performance, and provide timely feedback through regular coaching through the Employee Discussion Log and Quarterly Performance Appraisals
• Helps in culture building particularly in embracing our Core Values and exemplifying what a Boldr leader should be

Customer Support

• Interact with customers to provide general troubleshooting assistance to issues and concerns through email and chat channels
• Ensure proper and timely escalation of customer’s issues and feedback to internal and external stakeholders
• Identify recurring issues, themes, and patterns
• Triage and accurately document user support issues according to defined procedures, focusing on impact and urgency
• Identify opportunities for continuous process improvement
• Deliver service excellence and maximize customer service and satisfaction

Logistics

• Ensure that equipment needs are met to sustain service levels
• Recommend/suggest relevant alternatives to the product or tool being used by the company

Internal Coordination

• Relay consistent issues to Service Delivery Manager in a timely and efficient manner
• Helps in culture building particularly in embracing our Core Values and practicing what a Boldr leader should be
• Provide guidance to advisors and analysts to foster growth and development, best practices, and optimal morale in the organization

External Communications

• Be familiar with the client’s key contacts, unique requirements, and operating processes
• Demonstrate mastery on the company and Client’s offerings (i.e. its product and services)
• Understand, investigate, and solve any complex client requests or complaints; particularly when multiple departments or teams are involved
• Identify opportunities for continuous improvement and additional client value, discussing directly with the Service Delivery Manager

Talent Acquisition Specialist

Job Description

What Is Your Role

As a Talent Acquisition Specialist, you are responsible for providing assistance to our most important asset: our people. These duties include sourcing for qualified candidates through different channels and platforms, conducting initial screening and interviews, maintaining the applicant database, and arranging final interviews with the Hiring Managers. As a senior team member, you are expected to further improve the planning and recruitment strategies to meet the needs of our growing organization. You will also provide support to your other team members.

What You'll Like About Us

● Great company culture! Our diverse backgrounds, commitment, and passion are the things that make us great.

● We geek out on new ideas, proposals, anything that will positively impact our clients, and of course, you!

● We’ve got training sessions in-store to help you level up your skillset.

● With you on Boldr’s side, we’ll tackle social responsibility initiatives together.

● We have rest and relaxation benefits. (You’ll have ample time to travel wherever you please! And we’ll want to hear all about your stories when you get back to the office.)

● We also cap off every week with a bit (a lot) of competitive board games.

Why Do We Want You

We are currently looking for impact-driven individuals who are passionate about helping Boldr grow and achieve our Purpose. We expect our Team to become our ultimate partners to success by always giving their 110%

in everything, sharing their talents and quirks, and championing our core values: Curious, Dynamic, and Authentic.

What Will You Do

● Client Management:

○ Schedules and conducts job intake meetings for all requests.

○ Sit down with hiring manager partners to do a monthly account health check

○ Build rapport and trust with the hiring team.

○ Educate the stakeholders on the TA process

○ Understand all requirements by consistent sync up and immersion with hiring managers.

● Candidate Management:

○ Manage all recruitment channels (referrals, headhunters, online channels) and, if needed, research and recommend new sourcing channels/methods

○ Perform networking activities to promote Boldr and open roles.

○ Perform and record general assessment, initial and behavioral interviews.

○ Manage candidate interview schedules with the hiring team.

● Administrative and Miscellaneous:

○ Manage and maintain recruitment databases/trackers

○ Prepare reports to clients and leads as necessary.

○ Conduct yield rate checks monthly on assigned accounts.

○ Design and implement improved, creative, and effective recruitment strategies and processes.

○ Undertake an in-depth review of current selection methodologies, making recommendations for, and implementing change.

What Success Is For You

● Ensure at least an 85% productivity rate (Quality).

● Ensure 98% of day-to-day deliverables and targets are met. (Timeliness).

● Ensure 100% compliance with TA processes and company policies and values (Compliance).

● Ensure 95% accuracy and timely updating of candidates and trackers

● 30% of hires sourced through free sources: Proactive, Network, etc.

● Create and implement marketing and impact partnerships and events for talent attraction.

● Other KPI/Metrics as required by the role.