Department Head, Contact Center Management

1 week ago

Pasig, National Capital Region, Philippines RCBC Bankard Services Corporation Full time ₱1,500,000 - ₱2,500,000 per year

Job Purpose


•Manages the performance of In-House and Outsourced Contact Center Providers by ensuring that the Key Performance Indicators and Quality metrics are within agreed Service Standards to meet company's overall customer satisfaction objectives


•Reviews the daily, weekly and monthly performance reports of the call center ensuring that the reports present an accurate picture of the service level performance of the division


•Ensures that updated or new processes and policies are communicated and implemented accurately and effectively by the Contact Centers


•Coordinates closely across all departments in addressing customer pain points


•Maximization of Contact Center Franchise


•Leads seamless execution of projects that involve the Contact Center

Job Requirements


•Bachelor's degree or demonstrated ability to think critically, organize thoughts and speak properly


•Certified Lean Six Sigma a plus


•At least 2 years experience in a managerial position in customer service;


•Training experience (may include teaching/coaching)


•Should have strong customer experience skills, sales skills and solid credit card product knowledge;


•At least 5 years experience in Financial Services specifically in Credit Card or Banking;


•Knowledgeable of contact center operations and metrics, reports and capacity plan analysis

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