Team Lead
Wells Fargo
Manila, Philippines
5d ago

Market Job Description

Analyzes business issues and makes recommendations to maximize operational efficiency, quality and compliance. Works under limited supervision to analyze and solve complex operational, systems-related and / or customer issues.

Creates and maintains databases and management reports, interpreting data and identifying trends for managers. Works with managers to apply data to business goals and analytical requirements, which may include capacity planning, volume forecasting and unit costing.

Duties may also include managing vendor relationships, defining user requirements and performing user acceptance testing.

May manage small projects requiring some coordination, and / or contribute to task forces or project teams. May identify, develop and implement policies, procedures and training materials to assure compliance with government regulations and to maximize efficiency and customer service.

Market Skills and Certifications

  • At least 4 years of BPO experience for English and Spanish process
  • Experience to any voice recording system in QA bilingual process
  • Hands on experience using NICE or NEXIDIA or Verint software administration or configuration
  • Preferably with workforce or quality assurance experience
  • Amenable to work on shifting schedules
  • Amenable to work in McKinley Hill, Taguig
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