Citi CBPS - US Sears Customer Service - Customer Service 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: 17046583

Description

  • Plan and execute processes and initiatives to meet KPI goals in accordance with program’s objectives

  • Ensure all the activities of operations comply with ethical standards and relevant acts

  • Ensure ongoing completion of Quality Call Monitoring and evaluation as per client guidelines

  • Coaching and empowering team members to perform all aspects of the job

  • Monitor, evaluate and address all aspects of the team’s performance against set goals using the available measuring tools and resources

  • Ensures strong and solid execution of discipline and performance management policies

  • Heavily involved and may take charge of overall communication strategies for initiatives and policy changes Operations

  • Conducts structured and effective UM/TL huddles and coaching sessions to drive NPS, sales and AHT performance

  • Clearly communicate performance and behavioral expectations to Unit Manager and provide ongoing feedback against performance expectations including regular performance reviews

  • Address below standard performance through coaching and counseling

  • Assist to recruit new team members who possess the skills to fit within the current business needs

Qualifications

  • CBPS resident for at least a year and has stayed with his/her current position for at least 6 months

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

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

  • Must be flexible as he/she may be assigned in any of the operation units within CBPS

  • Willing to work on graveyard shifts

  • Open for C11 – C12 only