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