Senior Dispute Resolution Lead

4 days ago

Quezon City, National Capital Region, Philippines beBeeCustomerService Full time ₱800,000 - ₱1,200,000
Job Description

We are seeking an experienced professional to lead our Disputes Customer Service team.

The ideal candidate will have a proven track record of managing team operations, interacting with client leadership, and ensuring Service Level Agreements are met.

Key responsibilities include planning, directing, supervising, and evaluating work flow, as well as conducting call pattern forecasting activities.

The successful candidate will also establish procedures and scripts used by team members, improve processes and productivity based on statistics, and ensure accurate and timely reporting.

Required Skills and Qualifications
  • Bachelor's Degree Graduate in a related field of study or equivalent experience
  • Minimum 4 years relevant professional experience
  • Amenable to shifting/rotational schedule and willing to work onsite
What You Will Play
  • Manage daily operations of individual teams to maintain contracted client performance standards
  • Monitor time and attendance and adherence of policy for team members
  • Conduct training for customer service processes and reinforce through day-to-day interactions
  • Meet with clients and leadership team to understand client needs and deliver to expectation
  • Educate team members on quality assurance and productivity
  • Manage escalated customer issues not resolved at the agent level
  • Provide recommendations to reduce and/or eliminate issues impacting overall service quality

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