Customer Service supevisor 2 - bilingual spanishWells Fargo

Roles/Responsibilities
Responsible for resolving escalated problems, communicating information orally or in writing to customers, other departments and/or senior management.
Responsible for training and coaching staff, writing and conducting performance evaluations, assisting in employment decisions and setting performance standards.
Responsible for supervising workflow and quality of representatives, overseeing resolution to complex calls, working with management team to identify problems and improve interactions with people or customers.
May manage research and escalation function and/or a larger, more complex group.
Responsible for interfacing with other Bank departments/vendors to resolve problems, communicating company policy, procedures and practices
Performs financial, product and/or business case analysis and completes projects as assigned.
Support in process expansion, staffing and new hire training as needed
Align work practices and standards with peers in the U.S. and recommends ideas to further improve the process
Must be able to adapt to assignments quickly
Ability to manage time and meet or exceed all deadlines
Market Skills and Certifications
Required Qualifications for CS Supervisor 2:
2+ yrs of people management/supervisory/coaching role experience
5+ years in a financial services and/or call center experience
Bachelor's degree holder
Working knowledge of MS Excel, MS Word
Amenable to work on the night shift, shifting schedules, and holidays
Amenable to work in McKinley Hill, Taguig City
FOR BILINGUAL: minimum 2 year experience in handling bilingual process (Spanish)
Desired Qualification/s:
Leadership experience coaching to exceed departmental objectives.
Experienced in resolving and working through escalated and complex customer issues.
Ability to provide exceptional customer satisfaction to retain and deepen customer banking relationships.
Previous Risk or Analytics experience is an advantage
Job Family
Customer Service
Region
APAC
We Value Diversity
At Wells Fargo, we believe in diversity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national or ethnic origin, age, disability, religion, sexual orientation, gender identity or any other status protected by applicable law. We comply with all applicable laws in every jurisdiction in which we operate.
Leadership Expectations at Wells Fargo
As a Team Member manager, you are expected to achieve success by leading yourself, your team, and the business. Specifically you will:
Lead your team with integrity and create an environment where your team members feel included, valued, and supported to do work that energizes them.
Accomplish management responsibilities which include sourcing and hiring talented team members, providing ongoing coaching and feedback, recognizing and developing team members, identifying and managing risks, and completing daily management tasks.
About Wells Fargo
Wells Fargo & Company (NYSE: WFC) is a leading global financial services company headquartered in San Francisco (United States). Wells Fargo has offices in over 30 countries and territories. Our business outside of the U.S. mostly focuses on providing banking services for large corporate, government and financial institution clients. We have worldwide expertise and services to help our customers improve earnings, manage risk, and develop opportunities in the global marketplace. Our global reach offers many opportunities for you to develop a career with Wells Fargo. Join our diverse and inclusive team where you will feel valued and inspired to contribute your unique skills and experience. We are looking for talented people who will put our customers at the center of everything we do. Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.
About Wells Fargo Philippines
enables global talent capabilities for Wells Fargo Bank NA., by supporting business lines and staff functions across Operations, Risk and Compliance, Project Management, Finance & Accounting and Data Analytics. We operate in Taguig City, Metro Manila.
Wells Fargo

Metro Manila
Permanent
Full-time