Customer Service Team Leader
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Position Title: Customer Service Team Leader
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
- Willing to work on graveyard shift, weekends, and/or holidays
Other Details:
Rank: Junior Officer
Unit: Consumer Business Sector – Operations Group
Location: MCC Center, Ayala, Makati City