sub ject matter expertCBRE

Areas of Interest
Consulting
Location(s)
Makati City - National Capital Region - Philippines
Job Description
· The Subject Matter Expert is responsible for driving process knowledge and expertise in all client/programs, business area and or technical projects there is available within the business unit.
· This support member should be able to handle training to nesting, associates coaching, investigation and RCA on escalation or complaints related to process, review and analyze interval related concerns and provide mitigation as needed
· This support member can act as the "go to" person within the business unit for questions and clarifications for process related inquiries in the absence of Business Trainer and/or Quality Analyst
· This support member should be able to accurately backup both the Business Trainer and/or Quality Analyst to ensure delivery of any programs deliverables to meet the needs of the stakeholders, policies, standards, and best practices.
Working Hours
· Flexible working arrangements: work-from-home or work-on-site as required
Core Responsibilities
· Performance Management: Coaching of transaction quality feedbacks across all accounts; RCA and analysis of account/process related escalations and perform huddle sessions to new updates / reinforcement of processes
· Quality: Perform call transaction audits to target to deliver 20 audits per week
· Team Lead Apprentice
o No formal supervisory responsibilities in this position, however, will engage to provide training and assistance such as process and technical guidance to peers and new hires. May coordinate and assign tasks to co-workers within a work unit and/or project with team lead guidance.
· Point of Contact for Operational questions; extensive knowledge on scope but not limited to:
o Work Order Management
o Reporting & Analytics
o PPM Management
o Data Asset loading
o Switchboard
o CMMS Admin
o Purchase Order Management
· Primary responsible in UAT and SRT's: should accurately represent business units excellence during Operations Transitions (New Accounts and/or Expansion). He/She should provide input on service rehearsal tests after evaluation for accuracy and sustainability
· Guide other team members on projects/accounts to ensure meeting client's expectations ; Resolve issues relevant to process
· Frontline support of Facilities Management team and clients through multiple channels of voice, emails, and self-service; Required phone time of minimum 2hrs per day on identified critical intervals; 10hrs/week *flexible dependent on priority; Swiss Army
· Committed in participating in knowledge advancements such as workshops, trainings, refresher and upskilling to help drive Competency within business unit
Qualifications
· Bachelor's degree (BA/BS) from 4-year college or university required
· Experience of 3 to 5 years in a Shared Services Center or Business Process Outsourcing environment, particularly in call center operations experience or call center management experience,
· Microsoft Office proficient
· Understanding of basic ISO and other external audit standards
· Six Sigma Yellow Belt is preferred
· Intermediate to advanced knowledge in Excel
· Knowledge of PowerBI, Google Suite, Peoplesoft, ServiceNow, CMMS, MyBy, SI7 and Salesforce will be added advantage
· Strong analytical and problem-solving skills
· Quick learner and sharp attention to detail
· Good coaching and communication skills
· High standard and regard to quality and integrity
· Excellent written and verbal communication skills
· Ability to interact with different enterprise stakeholders, clients, and business partners
· Extensive experience in account reconciliation
· Results-oriented with an analytical mindset; strong problem solving and interpersonal skills
· Strong time management and organizational skills
· Ability to provide efficient, timely, reliable, and courteous service to customers
· Ability to effectively present information
CBRE

Makati City, Metro Manila
Permanent
Full-time