Job Description

About Security Bank

We are the Philippines’ largest independent bank, having won countless awards over the years including the most prestigious industry award in both 2015 and 2016—the Bank of the Year – Philippines by The Banker.

We’re changing how people bank. From the moment customers enter our branches to their experience online, we make them feel valued and empowered.

Now, with more than 300 branches spanning the country, BetterBanking has become the gold standard in improving the banking lives of millions of Filipinos. But we’re far from done.

In our constant pursuit of excellence and improvement, we create teams that support our business and each other.

The Role

As Customer Contact Center Team Lead, you will directly supervise and be accountable for the overall quality of Customer Contact Center Specialists. Supports The Center’s objective of providing quality service to SBF customers, particularly through a robust and effective inbound customer service and contact desk and ensuring that products and programs are supported through customer education, and that appropriate resolution to inquiries, requests, and complaints are done. Ensures that service levels are achieved/exceeded at least cost

How you’ll contribute

• Monitors daily service level and suggest strategies to manage it within the target
• Offers assistance to the Contact center by means of manpower/logistics support, as needed
• Works across departments and functional groups to gain support for programs and initiatives
• Manages relationships by dealing with the internal and external partners to meet the Center’s goals
• Ensures that all created routers for inquiries, requests, complaints, and other concerns are properly monitored from creation until resolution
• Handles escalations and perform outbound call, email, or SMS (if needed) for customer concerns that require immediate attention and feedback
• Provide daily MIS to Division head to properly monitor and maintain daily service level
• Facilitates monthly meetings with business partners
• Accomplishes required reports in a clear, systematic, and timely manner, regularly discuss these reports with the Inbound Team
• Reviews and tests spiels and scripts to ensure clarity and effectiveness
• Disseminates accurate and timely feedback to agents within The Center and/or business and product groups being supported
• Ensures team’s awareness and compliance with the SBF’s policies and guidelines
• Prepares monthly management reports of the Department
• Reviews reports on service levels and other performance indicators of the team including intraday (within-the-day checking of service levels
• Ensures that training tools are updated, accurate, and relevant
• Responsible for the inbound team’s day-to-day operations operating under a 24×7 window
• Conducts weekly performance review with QA and Division Head
• Coaches, counsels, and monitors team leads to develop them and help them perform their duties
• Performs random monitoring and post review calls; participate in regular calibration sessions with the Service Quality Team
• Submits Quality monitoring in weekly and monthly reports in a timely manner
• Conducts call barging activity and completion of the monthly score sheet to inbound personnel to ensure quality handling of customer inquiries, requests, and complaints

What we’re looking for

• At least 3 years relevant experience from the financial, banking, or BPO industry
• Bachelor’s degree in any related field
• Proficient in MS Office applications
• Customer Focus, Good Communication, Organizational Management, Process Technical Knowledge, Accountability