Analyst, Operations
Concentrix Corporation
Quezon City, NCR,PH
41d ago

Job Description :

The successful candidate willprovide support to direct reports in ensuring business goals and objectives aremet.

Roles & Responsibilities

  • Manage a team of approx. 15 CustomerService Representatives and ensure that all key metrics of performance as perthe Client SLA are met and exceeded.
  • Strong background in credit cardacquisition and process.
  • Manage and strengthen ClientRelationship.
  • Act as the first level of escalationsand resolve all people issues within the team through regular feedback,One-to-One sessions & Team Meetings / Calibrations
  • Manage team performance andresponsible for the overall development of the team
  • Institute creative & innovativeRewards & Recognition activities for enhancing team performance andmotivation; foster career advancement of the team members within the project orlateral movement.
  • Responsible for managing peoplemetrics within the team eg. attrition, absenteeism, schedule adherence etc.
  • Handle escalated customer calls andguide / assist the agents to take calls in premium queue and use of customerservice tools.
  • Responsible for daily, weekly,monthly reporting to Clients as per their requirement.
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