TEAM HEAD- RESOLUTION MANAGEMENT
Key Responsibilities:
- Ensure Quality Resolutions: Oversee and validate the resolutions provided by Fulfillment Units/Officers, ensuring they are timely, complete, and appropriately aligned with customer concerns.
- Case Review & Compliance: Conduct thorough reviews of handled cases to ensure adherence to bank processes, regulatory requirements, and internal quality standards.
- Error Monitoring & Improvement: Track case-handling errors and drive timely implementation of corrective and preventive actions to enhance service delivery.
- Reporting & Analytics: Prepare, analyze and submit accurate reports (e.g.: productivity, service level, error, etc.) other required documentation within set deadlines.
Qualifications:
- Bachelor's degree holder in any relevant field.
- Minimum of 5 years experience in a Contact Center or Customer Service role within the local banking industry.
- Proven experience in people management and performance monitoring.
- Strong background in process improvement, with the ability to identify inefficiencies and implement effective solutions.
- Excellent analytical, problem-solving, and decision-making skills.
- Strong communication and interpersonal skills, with the ability to collaborate across teams.
- Proficient in using productivity tools and reporting systems.
- Willing to work on-site and be assigned to any of the following locations: Cebu City
