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The position is responsible for ensuring a high performing and well-motivated team of Customer Service Representatives provide efficient and competent customer service to cardholders' requests and complaints.
S/he participates in team planning for appropriate strategies to drive and sustain improvement and to achieve the established performance metrics and objectives of the Unit.
Specific Duties and Responsibilities: Operations Management Supervise team's overall performance to ensure maintenance of established service levels and adherence to scorecard ratings. Continuously update knowledge of card products and features, system functionality, call flow procedures, and excellent customer service practices. Ensure all incoming calls are attended to immediately within set standards. Perform account and call inflow analysis and trending. Monitor statistics of nature of calls received. Analyze and reconcile cardholders' accounts and prepare reports accordingly for submission to CH. Encourage team to seek opportunities for different and innovative approaches to address problems and opportunities; facilitate the implementation and acceptance of change within the workplace. Conduct regular team meetings with the agents including coaching and feedback sessions to address operational and performance concerns and provide updates. Conduct resource analysis and planning based on operational requirements and prepare monthly shifting schedules of agents. Conduct remote and side by side real-time and recorded call assessment of customer calls (inbound and outbound). Prepare various reports including the weekly barge-in report of agents, incident reports on system errors, call management reports and others. Handle all calls via Customer Service hotline and Branch Assist hotline during Code Red: queries, requests, complaints and resolves them at the point of call. Maintain cardholder information and provide feedback to cardholders on the status of their requests. Drive account management activities. Make decisions on increases in credit limit and reversal of charges within empowerment guidelines. Save accounts due for cancellation and conducts anti- attrition efforts. Drive team to conduct cross-selling activities to cardholders covering other products, cards and services of MCC. Identify and recommend operational improvements Perform HR-related function on disciplinary actions in accordance to the guidelines in the Employee Handbook. Perform other tasks, responsibilities, projects which may be assigned from time to time (eg. BORC, BCP, Cost Champion, Corp. Correspondent, Line trainer, e-Champ, etc.) Qualifications : Bachelor's degree holder; preferably a graduate of a business course. At least 2 years' experience in the credit card business, particularly on customer service operations. Has experience working in end-to-end process of Customer Service Unit/Department of a bank, financial company or similar industries. Strong knowledge of contact center metrics Strong client-facing and communication skills Familiar with Metrobank products and services. Proficient with various software applications including MS Word, Excel and PowerPoint. #J-18808-Ljbffr
