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Jan Patrick Alca

Jan Patrick Alca

Tanauan City, Batngas

Lead, Talent Acquisition - Corporate Hiring at Teleperformance


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Teleperformance FHCS (Formerly Aegis PeopleSupport)

Lead, Talent Acquisition - Corporate Hiring

 Fill all level positions for the global organization of the company
 Review resumes, credentials and qualifications for appropriate skills, experience and
knowledge of candidates in relation to position requirements
 Prescreen candidates as well as create and present prescreening questions in
collaboration with hiring managers
 Conduct screening interviews, shortlists for hiring managers and coordinate skills
behavioral interviews and validation interviews and manage all scheduling and logistics of
all interviews between candidates and hiring managers
 Conduct thorough reference checks and make hiring recommendations
 Manage and coordinate all communications with candidates and ensure that information
provided is complete and accurate
 Set and manage candidate expectations and prepare them for interview with the hiring
managers by providing detailed information on the company, our business strategy, the
department, and the job description
 Manage the presentation, selection, offer, negotiation, closing and administrative
components involved in full lifecycle recruitment
 Extend offers of employment to selected candidates under the direction
 Review the hiring managers’ interview assessment/performance, conduct post interview
debrief/feedback and take appropriate action when warranted
 Prepare contracts and offer letters for promotion or lateral transfers
 Perform administrative tasks to complete candidates’ on-boarding process, e.g. turnover of documents and paperwork to HRMS, creation of online employee record, and requisition of NT login
 Source candidates for each open positions as well as leverage online recruiting resources and in-house applicant tracking systems to identify qualified candidates
 Develop and maintain a network of contacts to help identify and source qualified candidates
 Coordinate with recruitment agencies/headhunters
 Create job postings on external job boards and the intranet
 Work cooperatively with all members of the team to develop and implement appropriate
staffing plans and recruitment strategies
 Participate in the development of ongoing creative and cost-effective sourcing strategies
 Build and maintain a strong and effective candidate pipeline possessing key talent
potentially available for immediate hiring or for succession planning
 Stay informed of trends and innovative recruiting techniques in order to be competitive in
cutting edge, state-of-the-art recruiting practices
 Develop and maintain strong working relations with hiring managers and create
partnerships that yield successes
 Serve as point-of-contact for recruitment-related concerns
 Confer with hiring managers to identify hiring needs and document detailed search
assignments to ensure an understanding of job duties and responsibilities and business
 Regularly visit all hiring manager departments to develop a thorough understanding of
the department culture and use that understanding to help candidates fully understand
the opportunity
 Conduct follow-up calls and quality improvement studies/surveys with hiring managers
and new hires
 Maintain accurate and well-ordered documentation on all candidates, searches, hiring
manager interactions, and other recruiting activities to ensure a safe and thorough audit
as required
 Properly endorse applicant and recruitment documents to the EDM/HRMS Team for 201
 Developing a good understanding of client companies, their industry, what they do and
their work culture and environment
 Identify and approach suitable candidates
 Request references and checking the suitability of applicants before submitting their
details to the employer
 Prepare CV’s and correspondence to forward to clients in respect of suitable applicants
 Negotiate pay and salary rates and finalize arrangements between client and candidates
 Prepare weekly and monthly recruitment statistics for reporting purposes
 Send regular reports to the hiring managers on completion targets
 Analyze recruitment data, identify areas of concern and provide recommendations

Career medium 02

Aegis PeopleSupport

Lead, Talent Acquisition - Volume Recruitment

 Transitioned from Operations to Recruitment as the main POC for conducting client interviews for the following Verticals:
- Travel and Hospitality
- Emerging Markets
- Financial Services
 Prescreen candidates for the agent level positions
 POC for Recruitment Runs done offsite
 Update Recruitment Marketing and Communications on the positions to be posted in the various sourcing channels and provide direction on how and where these positions will be advertised
 Building and maintaining a good working relationship with Hiring Managers from various verticals
 Send regular reports to the recruitment manager on completion targets
 Prepare weekly and monthly recruitment statistics for reporting purposes

Career medium 04

Aegis PeopleSupport (Formerly PeopleSupport)

Team Lead, Operations - Travel and Hospitality

 Supervise and performance manage the agents
 Monitor the agents’ performance on the floor (according to productivity, competence, and
quality standards and targets)
 Provide weekly specific performance feedback
 Maintain weekly, monthly and quarterly Performance reports of the front liners/micro team
 Work with the agents to achieve development objectives and performance targets
 Conduct performance appraisals
 Support the Team Manager in providing leadership, guidance, and support to the reps to ensure the creation of a positive (productive) work atmosphere and team spirit. Address agent needs and concerns, performance and motivation issues, and conflicts.
 Serve as mentors and coaches to the executives on the floor and act as first point of escalation for client-specific issues. Serve as back-up point of escalation when Subject Matter Experts are not available
 Maintain a high level of proficiency with regards to client’s services, policies, and site. Ensure timely, accurate and consistent delivery of updates to the agents. Disseminate client-specific information
 Main POC in screening applicants for new hire classes
 Part of the On-Boarding Team who supervises new hires from training to nesting before they’re distributed in the operations floor

Career medium 06

PeopleSupport Inc.

E-Rep (Executive, Operations)

 Assisting customers with any pre or post travel concerns for US domestic and international itinerary such as:
- Changing or cancelling of their itinerary
- Confirming flight re-protection after a schedule change
- Escalating in-flight concerns with various airlines
- Adding specific in-flight requests like type of meals, seat assignments,
wheelchair assistance and others
 Working on online itineraries in the Schedule Change Queue
 Getting in touch with customers who are affected by major schedule changes that will
require a change with the date of flights or cancellation of flights
 Reaching out with various airlines to ensure flight re-protection which includes hotel accommodations for major schedule change cases
 Handling micro team escalation during closing shifts (4AM – 1PM MNL)

Career medium 04

iCT Group

Customer Service Representative (Credit reporting Agency)

 Responsible for educating customers to better understand their credit reports
 Handling any escalated or fraud concerns against the customer’s credit report
 Educating customers about additional services that they may take advantage of such as
additional anti-fraud security services or premium membership to the agency

Career medium 06

Ambergris Solutions

Sales Associate for Dell Computers

 Responsible for educating the customer about all products of Dell except spare parts
 Helping customers understand the perfect product that will be best for them depending on their daily computing needs and closing a sale before ending each call as a goal

Career medium 05

Ambergris Solutions

Customer Interaction Associate for Dell Computers

 Mainly assisting customers with any concerns involving their computer units, billing, minor technical issues and other pre and post sale concerns

Career medium 04