Channel Help Desk Expert

Channel Help Desk Expert page is loaded## Channel Help Desk Expert locations:
21F The Globe Towertime type:
Full time posted on:
Posted Todayjob requisition :
RAt Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal.##
** Job Description
** Channel Help Desk Expert

DUTIES & AND RESPONSIBILITIES:

VENDOR MANAGEMENTManages and ensures the vendor's timely delivery of quality technical, non-technical support and user access requests.
Ensures Service Level Agreements (SLAs) and KPIs are met for their respective verticals to establish problem resolution and time frames that result in customer satisfaction.

Monitors the quality of the service that the vendor provides to the channels.
Monitors vendor and support groups handling processes and issue escalations if within the agreed processes and timelines. Escalates if needed.  Ensures vendor compliance to key deliverables and output.  Conducts weekly/monthly/quarterly performance review with vendor operations team.  Cascades the handling processes, new programs and updates to the vendor operations team.
Provides full operational support and recommends handling process improvement for operational efficiencies for their respective verticals.
Monitors and escalates to Business Partners on issues and provides recommendations and develops specific action steps.  Ensures recovery call out will be carried out by the vendor for criminal survey rating and help develop actions items to better improve channel help desk support and services.

LEADERSHIPDrives performance and provides guidance to vendor operations team  Identify opportunities for improvement and collaborates with vendor partner   Ensures continuous learning by attending trainings, webinars  based on the curriculum design provided by Channel Governance and People Engagement and Globe University.
** Equal Opportunity Employer
** Globe’s hiring process promotes equal opportunity to applicants, Any form of discrimination is not tolerated throughout the entire employee lifecycle, including the hiring process such as in posting vacancies, selecting, and interviewing applicants.
Globe’s Diversity, Equity and Inclusion Policy Commitment can be accessed

Make Your Passion Part of Your Profession. Attracting the best and brightest Talents is pivotal to our success. If you are ready to share our purpose of Creating a Globe of Good, explore opportunities with us.

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

Globe was also recognized as one of the Top companies to work for in Asia by Asia Corporate Excellence & Sustainability (ACES) Awards and Best Employer in the Telco category by Stevie’s New York.

Our principal shareholders are Ayala Corp. and Singtel, both industry leaders in their respective countries and in the region. We are also a member of Bridge Alliance, Asia Pacific's leading mobile alliance of 36 mobile carriers.

Purpose
* In everything we do, we treat people right to create a Globe of Good.
* Vision*We see a Philippines where families' dreams come true, businesses flourish, and the nation is admired.
* Mission*We create wonderful experiences for people to have choices, overcome challenges, and discover new ways to enjoy life.
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