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AU Servicing Team Manager - Makati

Job Category:

BPO / KPO / Shared Services

Job Level:

Managerial

Open Date:

03-Sep-2019

Location:

CITY OF MAKATI

Close date:

03-Oct-2019

Client Industry:

FINANCIAL SERVICES

Job Description and Qualification:

Areas of Responsibility: 
  • Directly manage the day to day of a group of officers within the company
  • Provide escalation help for representatives including taking manager calls from customers 
  • Act as a point of contact for the Servicing team and escalate concerns/issues to counterparts or Senior Managers as appropriate 
  • Prepare monthly Servicing Report summarizing monthly performance against KPIs 
  • Monitor employee attendance including receiving employee contact regarding non or late attendance and conducting return to work interviews as required. 
  • Provide continual evaluation and improvement of processes and procedures and be responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers 
  • Conduct quarterly performance reviews with direct reports and deliver developmental plans 
  • Provide statistical and performance feedback and coaching on a regular basis to each team member 
  • Ensure direct reports have appropriate training and other resources to perform their jobs. Respond to and resolve employee relations issues expressed by team members 
  • Create and maintain a high quality work environment so team members are motivated to perform at their highest level 
  • Address disciplinary and/or performance problems according to company policy 
  • Assist the senior management team with the daily operation of the call center to include the development, analysis and implementation of staffing, training, scheduling, and reward/recognition programs 
  • Work as a member/leader of special or ongoing projects that are important to area/process improvement 
  • Use appropriate judgment in upward communication regarding department, system or employee concerns
Mandatory Requirements: 
  • Must have at least 4 years team manager experience in a call center environment 
  • Preferred AU/NZ accounts experience but not essential
  • As a minimum, at least 2 years of College 
  • Proficient in the English language and comprehension - both verbal and written 
  • Amenable to shifting schedules as needed by the business and reliable 
  • Must possess excellent PC and keyboarding skills, with intermediate/advanced knowledge on data reporting and analysis 
  • Strong leadership qualities, able to mentor and develop direct reports 
  • Courteous with strong customer service orientation 
  • Dependable, with proficient attention to detail 
  • Possess excellent interpersonal skills and a willingness to learn