Contact Center Analyst

Be #InGoodHands with Metrobank

Here at Metrobank, we don't simply hire employees—we hone future leaders. We provide opportunities that enhance your skills and unlock your talents, helping you evolve into a well-rounded individual. We supply you with all the pieces you need to do your best work, unleashing your full potential to help you secure your future and lead a fulfilling career. And with Metrobank's strong heart for the community, you have the chance to give back and make worthwhile contributions to our nation's economic and social development.

With Metrobank, a meaningful life is within your reach!

Position Title: Contact Center Analyst


Job Summary:

  • Contact Center Analysts (CCAs) shall provide customer service by responding to the inquiries and resolving requests and complaints of the customers via phone.
  • Provides world-class customer service
  • Responds to customer queries and requests made via phone and provides satisfying solutions to concerns regarding Deposits, Remittances, MetroHome, MetroCar and e-Banking related transactions
  • Ensures that the prescribed targets (Service Level Agreement, Answered Calls, Average Handling Time, Abandonment Rate) are achieved
  • Acknowledges and ensures correctness of endorsed cases for investigation.
  • Provides customers with product and service information
  • Ensures proper coordination of complaints with support units to provide resolution within prescribed turn-around-time.
  • Follows up on customer inquiries and requests that are not immediately resolved
  • Completes daily call logs and call reports
  • Recognizes, documents and alerts the PBD TL of trends in customer calls
  • Recommends and initiates process improvements
  • Performs other related function that may be assigned from time to time by the CCD Head.


Role Exposure:

  • Work with diverse group of employees
  • Be legally protected and value your career being part of the CBA
  • Possible career succession: Contact Center Officer, Quality Officer, Non-Voice Department (email and social media management) and Workforce Officer


  • Bachelor’s Degree is A MUST; with no more than 4 failing grades
  • Good communication skills
  • Proficiency in MS Office application
  • Flexibility working in Metropark Pasay City and Metrobank Card Center Ayala Makati City
  • Flexibility working in shifting schedules – morning, mid, night shift schedules
  • Flexibility working in unfixed weekends off
  • The role is open for fresh graduates and career shifters; experienced call center agents is a plus! 


Other Details:

Rank: Rank-and-File

Office Location: Metropark, Pasay City and/or Metrobank Card Center Ayala, Makati City