Customer Care Supervisor
Makati City, PH
6d ago

Are you looking for unlimited opportunities to develop and succeed? With work that challenges and makes a difference, within a flexible and supportive environment, we can help our customers achieve their dreams and aspirations.

Job Description

  • Own and manage Quality and Training process across entire MP Customer Care team (Call Center and SFT / SRT), including but not limited to : Perform individual QA audits for team membersConduct coaching based on findingsCreate and maintain reports pertaining to quality performanceIdentify action plans to address performance gaps and issuesConduct process trainings when necessary (refreshers, process changes / updates, new hire training, etc.
  • Perform training needs analysis based on performance trends

  • Collaborate with vendor team (MBPS) for any quality and training needs, including but not limited to : Perform 2nd pass auditsParticipate in regular QA calibrationsConduct process trainings when necessary (refreshers, process changes / updates)Perform training needs analysis based on performance
  • Provide floor support whenever necessary (Call Center and SFT)
  • Process frontline transactions whenever necessary (calls, emails, back office processing)
  • If you are ready to unleash your potential, it’s time to start your career with Manulife / John Hancock.

    About Manulife

    Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better.

    We operate primarily as John Hancock in the United States and Manulife elsewhere. We provide financial advice, insurance, as well as wealth and asset management solutions for individuals, groups and institutions.

    At the end of 2018, we had more than 34,000 employees, over 82,000 agents, and thousands of distribution partners, serving almost 28 million customers.

    As of June 30, 2019, we had over $1.1 trillion (US$877 billion) in assets under management and administration, and in the previous 12 months we made $29.

    4 billion in payments to our customers. Our principal operations in Asia, Canada and the United States are where we have served customers for more than 100 years.

    With our global headquarters in Toronto, Canada, we trade as 'MFC' on the Toronto, New York, and the Philippine stock exchanges and under '945' in Hong Kong.

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