customer contact center TEAM LEAD | sb finance (makati)Security Bank

About Security Bank
We are the Philippines' largest independent bank, having won countless awards over the years including the most prestigious industry award in both 2015 and 2016-the Bank of the Year - Philippines by The Banker.
We're changing how people bank. From the moment customers enter our branches to their experience online, we make them feel valued and empowered.
Now, with more than 300 branches spanning the country, BetterBanking has become the gold standard in improving the banking lives of millions of Filipinos. But we're far from done.
In our constant pursuit of excellence and improvement, we create teams that support our business and each other.
The Role
As Customer Contact Center Team Lead, you will directly supervises and is accountable for the over-all quality of Customer Contact Center Specialists. Supports The Center's objective of providing quality service to SBF customers particularly through a robust and effective inbound customer service and contact desk and ensuring that products and programs are supported through customer education, and that appropriate resolution to inquiries, requests and complaints are done. Ensures that service levels are achieved/exceeded at least cost
How you'll contribute
Monitors daily service level and suggest strategies to manage it within the target
Offers assistance to the Contact center by means of manpower/logistics support, as needed
Works across departments and functional groups to gain support for programs and initiatives
Manages relationships by dealing with the internal and external partners to meet the Center's goals
Ensures that all created routers for inquiries, requests, complaints and other concerns are properly monitored from creation until resolution
Handles escalations and perform outbound call, email or SMS (if needed) for customer concerns that require immediate attention and feedback
Provide daily MIS to Division head to properly monitor and maintain daily service level
Facilitates monthly meeting with business partners
Accomplishes required reports in a clear, systematic and timely manner, regularly discuss these reports with the Inbound Team
Reviews and tests spiels and scripts to ensure clarity and effectiveness
Disseminates accurate and timely feedback to agents within The Center and/or business and product groups being supported
Ensures team's awareness and compliance with the SBF's policies and guidelines
Prepares monthly management reports of the Department
Reviews reports on service levels and other performance indicators of the team including intraday (within-the-day checking of service levels
Ensures that training tools are updated, accurate and relevant
Responsible for the inbound team's day-to-day operations operating under a 24x7 window
Conducts weekly performance review with QA and Division Head
Coaches, counsels and monitors team leads to develop them and help them perform their duties
Performs random monitoring and post review calls; participate in regular calibration sessions with the Service Quality Team
Submits Quality monitoring in weekly and monthly reports in a timely manner
Conducts call barging activity and completion of monthly score sheet to inbound personnel to ensure quality handling of customer inquiries, requests and complaints
What we're looking for
At least 3 years relevant experience from financial, banking or BPO industry
Bachelor's degree in any related field
Proficient in MS Office applications
Customer Focus, Good Communication, Organizational Management, Process Technical Knowledge, Accountability
Security Bank

Makati City, Metro Manila
Permanent
Full-time