Process Lead

About Us

As a market leader in Business Process Optimisation and IT services for over 20 years, Canon Business Services Centre Philippines helps organisations optimise, automate, and transform their operations, setting them up for greater growth. We work collaboratively with customers to get the results they want, delivering bespoke solutions designed to meet and exceed their business needs, overcoming challenges, and freeing them up to focus on what sets them apart.

We’re trusted by industry leaders because of our dedicated customer focus, and agile approaches to solving our clients’ key challenges. With a commitment to delivering the best service management experience possible, many clients have partnered with us for more than a decade. The solutions we deliver are reliable, scalable, and cost-effective, helping customers to not just get ahead but stay ahead.

When you join Canon Business Services Centre, you’ll find a rewarding culture that values you. You’ll be empowered to focus on your career progression and turn your goals into reality as an integral part of the group’s success.

About the Role

The Process Lead is responsible for the day to day running of the operation in line with agreed standards and procedures to achieve Key Performance Indicators (KPIs), as well as managing customer expectations and satisfaction, and staff management and development. As a Process Leader, the role is very hands-on proactive and will require great leadership qualities and time management skills; you will be the direct report of the Frontline customer service/technical service agents and will be able to assist them in all aspects of their roles.

Essential Duties

The role is divided into two areas: customer service and administrative. You are responsible for the overall performance of your team with a strong focus on agents’ performance. As such you will be able to supply all required knowledge on an ad hoc and structured basis.

• Responsibilities include the monitoring and managing for performance of all KPI's including Quality of service (QoS) for email/phone metrics.
• Providing training, coaching and expert advice to your team members to meet all targets set for them and work towards exceeding targets.
• Analyzing data from variety of sources, you may identify areas that need to be improved and address them through process improvement and staff management.
• Assist the Team Manager in making sure the program satisfy client requirement and meet COPC demands.

Qualifications

• A college graduate of a four-year course.
• 5 years or more experience in the BPO industry or any related industry that is customer service oriented.
• 6 months or more full-time team handling experience or related experience.

If this sounds like you, we’d love you to apply!

We believe in the power of an inclusive and diverse workforce. We trust you will bring your authentic self to work, and we will focus on making sure that together, we make a strong contribution to the broader community in which we operate. Where possible, flexible working arrangements are the norm, as we know a better work-life balance can improve your motivation, performance, and productivity.

As an equal opportunity employer, all applicants will be considered. Benefits/perks may vary depending on the nature of your employment with Canon Group and the country where you work. All applicants must be eligible to work in the country they are applying to at the time of application.

Looking to join this diverse team? Apply online now.

Successful applicants will be notified of next steps