Process Delivery Specialist – Contact Center (Manila)

Posted 13 November 2023
Job type Full-Time

Company's Benefits

  • Flexible Working Arrangements

    Flexible Working Arrangements

  • Equal Pay Initiatives

    Equal Pay Initiatives

  • Mentorship Program

    Mentorship Program

  • Leadership Development Program

    Leadership Development Program

  • Paid Parental Leave

    Paid Parental Leave

  • Return to Work Policy

    Return to Work Policy

  • Childcare Facilities

    Childcare Facilities

  • Breastfeeding Rooms

    Breastfeeding Rooms

  • Sponsorship Program

    Sponsorship Program

  • Coaching Program

    Coaching Program

  • Raise Numbers Of Women In Leadership

    Raise Numbers Of Women In Leadership

  • Internal Women's Networking Group

    Internal Women's Networking Group

Job Description

Process Delivery Specialist has process knowledge and experience across the business processes supported for their clients; understands a client’s strategy, priorities, and operations in the context of daily operational activities. This role is required to conduct daily process transactions, develop and implement process and operational improvements to meet client and IBM requirements. These professionals require skills in business operations, process management and compliance and an understanding of the process best practices and tools to execute their client’s core business processes. Uses judgment in choosing task-routine.

Your Role and Responsibilities

Responsible for answering customer queries, dealing with complaints, and providing potential customers with detailed information about our products. They interact with customers on a daily basis, helping them to understand their policies and answer any questions they may have about coverage or claims.

Required Technical and Professional Expertise

  • If college graduate, more than 1yr of relevant work experience in a call center.

  • If college undergraduate, 1-2yrs of relevant work experience in a call center.

  • Excellent written and verbal communication and interpersonal skills.

  • Knowledge in MS Office applications.

  • Strong customer focus and adaptability to different personality types

  • Able to work in multi-shift environment, including holidays

  • Able to multi-task, set priorities and manage time effectively

  • Role will also support an Insurance account

  • Location: Must be willing to report onsite – Quezon City (Eastwood City Libis/ UP Ayala Technohub)

  • Shift: Night Shift


  • Demonstrate initiative and responsibility for actions

  • Work independently while maintaining an effective team member mentality

  • Maintain a strong record for attendance and punctuality in arriving at work; attendance and punctuality are mandatory during training – no exceptions


  • Ability to read and interpret work-related documents

  • Ability to respond to routine correspondence

  • Ability to listen, speak, and interact effectively with all customers and co-workers, adapting communication for optimal understanding

  • Excellent verbal communication skills required; ability to practice professional telephone etiquette and techniques on all calls


Ability to understand and follow instructions, both written and verbal.


Employee must be willing to work a flexible schedule to meet the needs of the account, including overtime, and emergency shifts.

Preferred Technical and Professional Expertise