Manage a team of executives managing calls, chats and emails (member services) and be directly responsible for team performance.
Lead, motivate and mentor the team and flawlessly execute action plans to ensure the highest level of performance delivery with standard quality is met.
Takes escalation cases and develops excellent rapport with members as required and solves problems.
Conduct one-on-one reviews/coaching, feedback, and counseling with the executives on techniques and methodologies, communication, and strategies to meet and exceed performance goals.
Maintain quality standards and deliver on accuracy/compliance targets, handle and manage customer and client escalations.
Monitor calls and email transactions on an ongoing basis and take corrective steps whenever necessary.
Identify opportunities to improve agent performance and create actionable plans that drive results.
Work cross-functionally with other departments within the client organization in order to identify obstacles in quality and streamline processes wherever possible.
Keep the team aware of all the information related to products, procedures, customer needs and company related issues, changes or actions.
Provide support to the Operations Leader on special duties and other duties as assigned/delegated.
Coordinate available resources and monitor workflow to ensure that the daily workload is consistently completed in line with agreed service standards.
Liaise with internal and external customers on a wide range of information regarding issues, complaints and requests for information or advice.
Keep senior management informed on reports/results and forecast.
Assist new hires and ensure that they are brought up to speed within the shortest possible time.
Provide complete support (Administrative, process specific etc.) to the team members to perform their duties effectively.
Ensure employee satisfaction, fosters a competitive spirit amongst the team.
Ensure compliance with internal policies and procedures, external regulations and information security standards.
Effectively manage the queue and balancing of work loads.
Job Type: Full-time
Pay: Php45,
00 - Php50,000.00 per month
Application Question(s):
How many years of banking and financial experience do you have
