Citi CBPS US Retail - Unit Manager 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: 17048138

Description

  • Demonstrate efficient and timely organizational ability

  • Adhere to corporate compliance requirements and fulfillment of work deadlines

  • Able to contribute to the hiring, interviewing and selection of individuals for the front line

  • Able to delegate responsibilities and can effectively adapt to change

  • Effective people management skills, including HR related issues as well as staff developmental and discipline management

  • Skilled in mentoring, coaching, training and development of staff

  • High sense of motivation and ability to positively influence others

  • Capable of conducting performance appraisals and Quality evaluations

  • Ability to make sound decisions on any matters relating to improving revenue generation, cost saves, sales and or customer satisfaction

  • Responsible for making decisions on training requirements for team members and adjusting targets to suit the needs of the business

  • Responsible for all HR-related issues affecting team members including regular performance evaluations, confirmations, promotions and terminations

  • Takes ownership and accountability over problem resolution

  • Owns responsibility for call monitoring, coaching and feedback and successful delivery of the defined customer experience ACC

  • Ability to recommend solutions and provide suggestions for product and process development based on customer feedback and or analysis of the same

  • Works closely with Team members to solve customer problems

  • Keeps clear understanding of CSO / agent problems and weaknesses and addresses these

  • Creative and resourceful in finding solutions to various problems

Qualifications

  • Ability to make sound management decision

  • Effective time and stress management

  • Self-motivated and can work with minimal supervision

  • Flexible leadership style

  • Strategic management thinking

  • Effective crisis management skills and adept in resolving conflicts

  • Has a performance rating of 3 and above in the last performance appraisal

  • Has not been under PIP in the last 6 months; no any compliance, discipline or performance issues