Customer Service Team Leader (Inbound)

Job Summary:

      Ensures a high performing and well-motivated team of Customer Service Representatives provide efficient and competent customer service to cardholders’ requests and complaints.

Participates in team planning for appropriate strategies to drive and sustain improvement and to achieve the established performance metrics and objectives of the Unit.

Duties & Responsibilities:

• Supervises team’s overall performance to ensure maintenance of established service levels and adherence to scorecard ratings.
• Continuously updates knowledge of card products and features, system functionality, call flow procedures, and excellent customer service practices.
• Ensures all incoming calls are attended to immediately within set standards.
• Performs account and call inflow analysis and trending. Monitors statistics of nature of calls received. Analyzes and reconciles cardholders’ accounts and prepares reports accordingly for submission to CH.
• Encourages team to seek opportunities for different and innovative approaches to address problems and opportunities; facilitates the implementation and acceptance of change within the workplace.
• Conducts regular team meetings with the agents to address operational and performance concerns and provide updates.
• Conducts resource analysis and planning based on operational requirements and prepare monthly shifting schedules of agents.
• Conducts regular coaching and feedback sessions to address operational and performance concerns and provide updates.
• Conducts remote and side by side real-time and recorded call assessment of customer calls (inbound and outbound).
• Prepares various reports including the weekly barge-in report of agents, incident reports on system errors, call management reports
•  
• and others.
• Handles all calls via Customer Service hotline and Branch Assist hotline during Code Red: queries, requests, complaints and resolves them at the point of call.
• Maintains cardholder information and provide feedback to cardholders on the status of their requests.
• Drives account management activities. Makes decisions on increases in credit limit and reversal of charges within empowerment guidelines. Saves accounts due for cancellation and conducts anti-attrition efforts.
• Drives team to conduct cross-selling activities to cardholders covering other products, cards and services of MCC.
• Identifies and recommends operational improvements.
•  Performs HR-related functions related to disciplinary action in accordance to the guidelines in the MCC Employees Handbook.
• Performs other tasks, responsibilities, projects which may be assigned from time to time (eg. BORC, BCP, Cost Champion, Corp. Correspondent, Line trainer, e-Champ, etc.)   

Qualifications:

• Bachelor’s degree holder
• At least 2 years work experience in Customer Service, preferably in a credit card company or related industry
• At least 1 year supervisory experience
• Excellent oral and written communication skills
• Strong operational knowledge of Creditmaster and CardPac applications
• Proficient with various software applications including MS Word, Excel and Powerpoint.
• Broad understanding of the different segments of the credit card business and the capacity to relate unit’s operations and performance metrics to the overall business of the company
• Willing to work on graveyard shift, weekends, and/or holidays