Customer Data and Call Center Manager

2 weeks ago


Manila, National Capital Region, Philippines Manila Water Company, Inc. Full time
Job Responsibilities
  • Manages the effective operations of the Call Center which contributes to the attainment of corporate objectives related to customer service quality and customer complaints resolution.
  • Ensures contact center transactions which translates to ticketed CRM transactions are accurate; calls out attention of contact center for erroneously created tickets and does the corresponding coaching to contact center agents/team leaders.
  • Oversees the transition to the new contact center after end of contract is seamless; that no disruption in business operations are felt by internal and external customers to ensure customer concerns are met within standard service level.
  • Reports critical tickets to leadership team in a timely manner to ensure accurate reporting of causes and resolutions to upper management.
  • Conducts regular performance reviews to contact center.
  • Oversees trainings of contact center agents on the standard customer handling and documentation/ticketing of customer concerns.
  • Cascades new policies and procedures on business processes to contact center.
  • Plans business continuity schemes with contact center management.
  • Continuous benchmarking with other service providers to ensure cost-effectiveness and recommends appropriate changes if warranted.
  • Assists in the review of key processes involving customer complaints escalation and resolution.
  • Analyzes data in terms of customer complaints and raises alarm if necessary.
  • Calls customer/s for immediate acknowledgement of escalated complaints.
  • Participates in UAT.
  • Cascades to contact center all enhancements needed.
  • Aids Service Area's request for pull out of voice recordings, report on erroneous handling of customer concerns by agents, etc.
  • Reports 'down time' of contact center access.
  • Timely action on the necessary systems adjustments on CRM actors as requested by the Service Area and other CRM users.
  • Aids Service Area's request for updating, closing and cancelling tickets.
  • Oversees that contact center billings are accurate.
  • Settles contact center and other customer channel billings on time.
  • Conducts efficient service provider management for the reduction of billed hours to MWC.
  • Periodically reviews contract with Contact Center for possible rate adjustments.
  • Endorse concerns received from customers to the developer for resolution.
  • Update ticket status in CRM for MWA related concerns.
  • Manages request for text blasts from the Service Areas.
  • Coordinate with the SA CPC regarding their SMS blast requests.
  • Schedules received requests according to date of activity implementation.
  • Trigger SMS Blast request via the service provider support and interface.
  • Oversees that SMS provider billings are accurate.
  • Settles SMS Billing on time.
  • Conducts efficient service provider management evaluation.
Qualifications
  • Must be a Bachelor's Degree graduate in Business Management or any of its equivalent.
  • Must have strong written, verbal and interpersonal communication skills.
  • Must be proficient in MS Office applications.
  • Must have work experience in the contact/call center industry.
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