Company: Union Bank of the Philippines
Position: Voice Engagement Team Lead
Office Location: 31st Floor, UB Plaza
Job Summary: Directly supervises the Associate Customer Service Officers and Customer Service Officers in accepting all customer-initiated contacts made through the Customer Service Hotline. Assists the Inbound Senior Team Leader in ensuring that all the set goals of the unit with regards to call abandoned rate, Customer Service Hotline availability and process improvements and innovations are consistently attained.
Duties And Responsibilities
- Supervise and monitor the calls and individual performances of the assigned Customer Service Officers of the Unit and ensure that the proper guidance and coaching are done as the need arises
- Manage the volume of calls received through the Customer Service Hotline and coordinates with Workforce Manager on agent manning levels
- Fully implements all existing Unit Processes as well as design process improvements and enhancements that will result to a more efficient processing of the Unit's service requirements
- Provide a work environment that would promote proactive thinking and an effective feedback mechanism
- Ensure that the turn around time standards for answering the Customer Service Hotline are constantly met
- Validate the availability of Customer Service Hotline by doing the prescribed test call process consistently
- Resolve issues and concerns raised by the Customer Service Officers and Representatives regarding customer inquiries, complaints and requests and to escalate these issues and concerns to the appropriate authority if such issues and concerns are beyond his/her scope of responsibility
- Drive employee engagement and customer satisfaction through exceptional service delivery of the Customer Service Officers.
- Coordinate with internal and external customers as necessary to improve customer experience via the customer service hotline.
- Provide valuable feedback and recommendations in the creation / enhancement of bank services. Initiate sub-groups or sub-teams as appropriate to resolve issues and perform tasks in parallel.
- Coordinates meetings with the product committee, project manager and functional management to discuss project impediments, needed resources or issues/delays in completing the task
- Create a motivated environment with inspired team members oriented to trust, open communication, creative thinking, and cohesive team effort with a clear vision of the Unit's Goals and Objectives.
- Ensure that the team members have the necessary training and support effectively deliver the required productivity and quality of work. May also assist in training as needed.
- Encourage positive creativity, continuous performance improvement.
- Recognize and celebrate team and team member accomplishments and exceptional performance.
- Drives sales to ensure that the set processed volume and targets are constantly met while complying with the prescribed call handling quality standards.
- Regularly checks attendance of all Customer Service officers.
- Perform the duties and responsibilities of a Customer Service Officer whenever the need arises
Required Skills
- Good communication skills
- Good analytical/problem solving skills
- Good customer relations
- Computer literate
- Passed CSO Certification Program
