Customer Care Manager Philippines

2 weeks ago

Manila, National Capital Region, Philippines Ria Full time

The purpose of the Customer Care Manager role is to lead a highly effective Customer Care hub, the hub will provide help and support for Ria's and XE global customer base through the end-to-end process. The Customer Care Manager will drive the performance of the support hub to achieve service levels and key support metrics. This role will actively drive adherence to standard global processes, identifying any areas of weakness and suggesting changes that will ensure continuous improvement.

The outcome of this role will be that Ria and XE customers, regardless of region, receive the best possible support during their engagement with us.

Responsibilities

  • The Care Manager will be responsible for pre-screening and interviewing Care candidates.
  • Accountable for the training of new Care employees.
  • Responsible for guaranteeing that our new and current employees have the correct tools (hardware/Software) needed to carry out their tasks.
  • Responsible to carry out individual or team orientations to the Care Department.
  • Accountable for conducting employees' KPI reviews.
  • Accountable for supporting QA activities and plans
  • Accountable for the team's KPIs
  • Responsible for meeting the hub's KPIs targets.
  • Responsible for conducting the salary review process and annual employee appraisal.
  • Accountable for the management of escalations, daily shift responsibilities, roster creation and over time approval.
  • Responsible for applying the regional care strategy.
  • Responsible to drive the shared resources model, by encouraging a 'one global team' culture as we evolve our 'follow the sun' support model and provide additional support bandwidth to other regions during peak times.
  • Responsible for the team's adherence to Ria's and XE's standard global processes, actively monitoring performance and suggesting continuous improvements tools and processes.
  • Responsible for managing internal and external audits.
  • Work in conjunction with the Customer Care Heads in the different regions to guarantee that the regional KPI Metrics are met.
  • Responsible for escalating any issues in the end-to-end process, and highlights areas for improvement, working collaboratively with key teams.
  • Drive the team to build strong customer relationships with Ria/XE, where consumers view Euronet's money transfer division as their 'go-to' transaction provider.
  • Work closely with global peers to share best practices.
  • Build a learning culture, where teams share important knowledge and best practices.
  • Develops and maintains relationships with agents, correspondents, and Ria/XE staff by setting quarterly visits or meetings with different stakeholders.
  • Understands the importance of Privacy and follows the regional legislation and procedures accordingly.
  • Participate in all Work, Health and Safety training and emergency evacuation drills as requested.
Qualifications
  • Bachelor's Degree in any field.
  • Multinational experience essential, experience in the financial industry is preferred.
  • Experience in managing and motivating a team to deliver against targets and metrics.
  • Excellent verbal and written communication skills,
  • Strong coaching skills, investing in team members to perform at the highest level.
  • Ability to adhere to process and based on results propose continuous improvements.
  • Highly numerate focused and comfortable working in a fast paced, target driven environment.
  • Data driven and analytical, with an ability to review/analyse performance metrics.
  • Fluent in English, other foreign language is a plus
  • Flexible schedule: Willing to work on extended hours
  • Minimum of 3 years of managerial experience
  • Advanced knowledge of Microsoft Office- preferable Excel and Power Point
  • Ability to travel
Technical Skills
  • Experience using Zendesk
  • Experience with calling software such as Cisco and/or Avaya
  • Power Bi desirable
  • Experience using Calabrio
  • MS suite
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