Job Description

About Security Bank

We are the Philippines’ largest independent bank, having won countless awards over the years, including Philippines’ Top Employer, named by Statista, and Best Bank for Diversity and Inclusion, awarded by Asiamoney.

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 nationwide, 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 a Genesys Specialist, responsible for managing and monitoring routing applications and any related Genesys activity involved in planning, developing, and testing inbound, outbound, and in-queue email routing applications developed with Genesys Cloud. The purpose of this role is to maximize Genesys solutions to increase the productivity and efficiency of Inbound, Outbound, and Non-Voice Agents, to meet established KPIs.

How you’ll contribute

• Determine all available Genesys features to maximize productivity and utilization.
• Monitor and update established processes to enhance Genesys’ performance.
• Develop other reports to maximize data analysis.
• Ensure designed strategies and procedures are being followed by subordinates through clear and effective communication.
• Test and implement innovative strategies and modifications to Genesys using specific pilots and champion-challenger experiments, regularly communicating with Shared Service Department and CCD Division head.
• Regularly communicate with the team about anomalies in performance and implement corrective actions accordingly.
• Identify new (soon to be released) Genesys features which would be beneficial for the Bank
• Genesys IVRS expert (has basic knowledge of IVRS) both on technical and user experience
• Ability to make sound decisions by basing them on historical data

What we’re looking for

• Bachelor’s degree in Mathematics/Statistics, Economics, Finance/Accountancy/Banking, Industrial, Computer Science/Information Technology
• Excellent communication and interpersonal skills
• Has experience in handling Genesys products and features (preferably IVRS, but okay with other products)