Customer Service Representative team leaderSecurity 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 a Customer Service Representative Team Leader, you will supervise the execution of tasks, activities, and interactions of the Better Banking Specialists through various channels and capabilities such as voice, email, and social media while managing intraday performance and is responsible for driving the team to achieve service level, quality, and other relevant metrics or business requirements. You will attend to escalated cases and coordinate with partner channels to drive action and obtain solutions. You will assist and shadow Unit Head functions noting tenure and proficiency in team management and learning agility towards administrative assignments.
How you'll contribute
Supervise and monitor Senior BBS' conduct of tasks such as receiving calls, emails, or Social media interactions to support and manage client inquiries, requests, or complaints.
Receive and manage escalations or complaints as endorsed by the BBS, SME, or further elevated by the Junior Team Leader.
Monitor the team's intra-day productivity performance and schedule, auxiliary break adherence, and other relevant metrics to achieve the targets.
Ensure that the team performs client interactions according to the quality standards and attributes.
Track status of case tickets; Traffic action and closure of tickets while keeping error rate at acceptable levels.
Strategize workload and capacity distribution to drive TAT adherence particularly for non-voice channels.
Identify process improvement opportunities and coordinate with relevant functions to materialize initiatives that address the opportunities.
Adhere to team-level regulatory mandates and compliance requirements.
Partner with Unit Head in addressing CSAT results and feedback.
Conduct supplementary audits or call reviews on team members.
Assist Unit Head in preparing unit-wide data and performance reporting.
Conduct coaching and mentoring to BBS' on overall performance; Create Development Plan for all direct reports.
What we're looking for
Graduate of Bachelor's Degree to any field of study
With at least 3 years of experience as a Team Leader
Experienced in Team Management including coaching and mentoring
Well adept with Products, Processes, and Policies of the Business function
Proficient in oral and written communications
Knowledgeable in MS Office applications
Good analytical and problem-solving skills
Security Bank

Makati City, Metro Manila
Permanent
Full-time