Chevron Corporation Team Lead, Customer Support in Makati, Philippines
Chevron is one of the world's leading energy companies, with approximately 60,000 employees working in countries around the world. We explore, produce and transport crude oil and natural gas; refine, market and distribute fuels and other energy products; manufacture and sell petrochemical products; generate power; and develop future energy resources, including biofuels and geothermal energy.
Chevron Holdings Inc. (CHI) is a pioneer and leading multi-function Shared Services Center in the Philippines located in Makati City. With a workforce of more than 1,000, CHI delivers business services and solutions in areas such as finance, human resources, procurement, marketing support and information technology.
Chevron is accepting online applications for the position of Team Lead, Customer Support located in Makati City, Philippines through February 1 , 2019 at 11:59 p.m. (Eastern Standard Time).
Responsibilities for this position may include but are not limited to:
Accountable for monitoring quality and ensuring continuity and successful delivery of HR inquiry services to employees and managers, as well as the coordination and cooperation with Tier 2 functional support.
Regularly monitor live calls and responses (chat, emails, cases) to identify opportunities for process/quality improvement.
Respond to team member inquiries and resolve team member issues by utilizing HR Operations contact center procedures, policy manuals, knowledge management systems, and other reference materials.
Ensure team meets and strives to exceed Key Performance Indicators (KPIs) on overall customer satisfaction, reduced caller hold and talk time, first call resolution, and proper case documentation.
Ensure successful execution of the Manila site’s customer support strategy.
Responsible for all aspects of Manila’s customer support operations and ensure group is meeting all performance metrics and service level agreements.
Build and maintain positive relationships with HR constituents and customers, serve as an interface between internal and external customers and functional team members to ensure effective definition of continuous improvement and delivery of the customer support processes and procedures.
Bachelor’s degree graduate, preferably in Business, Human Resources or related field
Minimum 10 years of customer service experience in a BPO or call center industry
At least 5 years of leadership experience with proven track record in building a high performing team
High level of customer service orientation
Strong analytical skills and can quickly and effectively resolve complex issues
Excellent verbal, written and interpersonal communication skills
Ability to work in a fast-paced environment
Strong capacity to work effectively under pressure
Must be flexible to work shifts that support a 24-hour operation
Experience with Workday and ServiceNow is an advantage
Relocation will not be considered within Chevron parameters.
Selected candidates will work in Philippines under the local payroll system and benefits.
Regulatory Disclosure for US Positions:
Chevron is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
Review federal laws protecting equal rights for applicants and employees (EEO is the Law)
Chevron participates in E-Verify in certain locations as required by law.
For more information about E-Verify please click on a link below.
E-Verify Poster (English) or E-Verify Poster (Spanish)