Job Location: Pasig City

Job Description:

Actively enforces the operation’s goal, policies and procedures. Implements standards in the company training and development, supports agents, handles escalations, monitor the contact center performance and works in conjunction with administration.

1. Monitors a team of Customer Helpdesk associates
2. Provides floor support, coaching and feedback to agents. 
3. Handles irate customers and escalates their concerns. 
4. Ensures prompt escalations to business units pertaining to the complaint/request of customer. 
5. Disseminates information to all agents to ensure correct updates to the customers. 
6. Works closely with Workforce team to monitor all issues of agents in terms of attendance. 
7. Prepares and discusses monthly PMS of agents. 
8. Ensures that team hit the passing/target metrics. 
9. Issues Notice to Explain or memo for agents who commit infractions against company policy. 
10. Creates and maintains files on each agent as they relate to attendance, production and reviews. 
11. Sets meeting with the team. 
12. Informs immediate head in clear, concise and timely manner of any unresolved productivity related issues. 
13. Keep apprised on developments in the field of expertise to ensure they are updated and makes recommendations to Management team to improve productivity
14. Assisting operations and playing support in cases of exigency.

 

Qualifications:

Qualifications:

• College Graduate and computer literate.
• Experience in Customer Service is an advantage but not a requirement
• Contract duration until Feb 27, 2027
• Work onsite at Pasig
• Graduate of any 4 years course
• Willing to work in shifting (morning/PM/GY), overtime & rest day might fall on weekdays
• Ability to effectively handle multiple tasks in a fast paced environment
• With problem solving and analytical skills
• Good in written and oral communication
• Basic MS office skills/knowledge