Citi CBPS - MIS and Support GWFM Officer in Philippines

  • Primary Location: Philippines,Central Luzon,Makati

  • Education: Associate's Degree/College Diploma

  • Job Function: Operations Customer Service

  • Schedule: Full-time

  • Shift: Rotating

  • Employee Status: Regular

  • Travel Time: No

  • Job ID: 17059036


Person will be responsible for onsite monitoring of agent phone activities, generation of regular and ad hoc MIS reports, and scorecards creation.

Main Tasks would be:

  • Daily, Monthly, YTD Scorecard updates

  • Per interval reporting for efficiency metrics (AHT, Availability, Staff time etc.)

  • Attendance tracking of all LOBs

  • AHT Reporting and tracking of all LOBs

  • Staff time and schedule adherence tracking

  • Billing reporting - FTE and ACD

  • VL Tracking

  • Attrition Reporting

  • CAP Plan call representation with GWFM

  • Schedules coordination with GWFM

  • Budget coordination, finance related tasks

  • Attendance incentives maker

  • ECN Processing for transfers and attrition

  • Incident ticket for system issues

  • Daily seat assignment

  • Productivity and performance analytics

  • Wall board set-up POC


Primary Qualifications:

  • Strong Attention to Detail

  • Problem Solving and Decision Making Skills

  • Communication Skills

  • Customer Service Orientation

  • Time Management

  • Flexibility and Adaptability

Functional / Technical:

  • Proficiency in MS Excel and other MS Office Applications

  • Statistical Background

  • Knowledge in Call Center KPIs and Scheduling / Monitoring tools

Eligibility Criteria:

  • Minimum of 2 years of continuous service in current role

  • Employees who transfer to another program / unit in the same role are required 2 years of continuous service in the role and at least 1 year of service in the new program / unit to be eligible

  • Employees with less than 2 years’ continuous service in their current role will need their supervisor’s approval prior to applying for an internal job posting

  • Has not been subjected to any disciplinary action where the sanction is final warning in the last 12 months

  • Performance Rating of 3-Consistently Strong for the previous Year-End review

  • Applicants who applied for this position in the last twelve months need not reapply