Call center agent

Job Description

1. Plan, deliver and execute project(s) and program(s)
2. Ensure execution of delivery work across one or more clients or portfolios, leading service delivery strategy across all locations where the services are provided (e.g., client-site, delivery center)
3. Address performance issues across the client(s)/portfolio(s); create the operational approach and implements continuous improvement.
4. Implement standard SLA commitments and other financial/operational metrics for client(s)/portfolio(s)
5. Support the achievement of contract controllable income (CCI) targets, as well as the achievement of cost-to-serve targets; deliver efficiencies through standard processes and synergies.
6. Manage recruiting, staffing, people engagement, pyramid, mix, utilization, cost-to-serve and capacity of service delivery staff to optimize balance between cost and delivery targets.
7. Strong Banking expertise with in-depth understanding of end-to-end Financial Crime and Compliance implementations and delivery

Qualifications/Requirements

• Must have 15-20 years' experience in business process outsourcing (BPO)
• Must have at least 10 years of experience in leadership role preferably from a Banking vertical managing, Customer care, collections and Fraud operations
• Proven experience in Voice, Email, and Chat BPO operations
• Strong client management expertise along with sales and solution support
• Strong oral and written communication skills, with the ability to articulate clear ideas and strategies effectively.

Work location

CITY OF MAKATI, NCR, FOURTH DISTRICT

Remarks

Intended Period of Employment: TWO YEARS (2 Years)

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