Work Management Administrator (Onsite)

MVP Asia Pacific Inc. is a leading outsourcing company located in the Clark Freeport Zone, Pampanga, Philippines. We were founded with the mission to connect highly skilled offshore professionals with businesses of all sizes across the globe—helping our clients scale with speed and excellence.
 
At MVP, we foster a culture of professionalism, innovation, and collaboration. Our people enjoy a supportive, growth-driven environment with opportunities for continuous learning, career development and work-life balance.
 
If you're driven, passionate about learning, and ready to make an impact, we'd love for you to join our growing team of MVPs!      

Work Management Administrator (Onsite)

 
 
Job Description:  

• Monitor and update the company's bespoke software Sitetrax and client systems to schedule tickets of work.
• Call customers (precalling) and arrange times for Delivery Partners to go on site.
• Identify and action pull forward opportunities to bring scheduled work forward where capacity allows.
• Schedule work to Delivery Partners who have the correct skills, capabilities and geography in alignment with key client KPIs and deliverables.
• Provide inbound support to technicians, clients and members of the public through the phone support queues.
• Monitor tickets of work and update information sent by Delivery Partners in the relevant systems to ensure a timely completion of each job.
• Support a single programme, providing coverage Monday to Friday.
• Escalate any blockages or exceptions to senior team members in a timely manner.
• Other reasonable duties as directed by the Team Leader or Host Manager that fall within the team's remit.

General:  

• Work effectively in an agile environment, adapting to shifting priorities, collaborating across functions and all levels of the organisation.
• Attend and constructively participate in team and company meetings.
• Escalate all appropriate matters to the Host Employee or Host Manager or other appropriate company employee on a timely basis.
• Adhere to relevant company policy or procedures.
• Adhere to relevant company policies and procedures including Human Resources and Health and Safety policies and procedures.
• Perform other reasonable duties as requested by management.

 
Qualifications:  

• 0-2 years' experience in customer service, scheduling, or administration.
• Previous experience servicing customers and clients over the phone.
• Experience in providing customer service.
• Experience in monitoring service orders and updating information in a CRM system.
• Ability to use the relevant functionality of siteTRAX.
• High level of administrative support.
• Intermediate or advanced English speaking and writing skills.
• Ability to operate effectively in an agile and fast-paced work environment.
• Problem-Solving: Able to use problem-solving skills to effectively resolve connection issues for customers and technicians.
• Time Management: Competent in completing daily KPIs involving calls to customers and technicians.
• Teamwork: Cooperate with the team to achieve overall KPIs and assist with other duties when required.
• Communication: Communicate and engage confidently with various stakeholders inside and outside the business.
• Interpersonal Skills: Demonstrate empathy, conflict resolution, patience, tolerance, and openness to customer feedback.