Multi-Channel Customer Engagement Lead

Prudential Hong Kong Limited; Manila; On-site; PHP 446,400 - 669,600; Full time

Benefits offered by this job

Training and development programs

Performance bonuses

Job summary

A financial services company in Metro Manila is seeking an experienced team manager to oversee customer engagement and workforce management. The ideal candidate will have expertise in handling escalated issues, data analysis for customer satisfaction, and the ability to conduct training programs. The role requires excellent communication skills, a solid understanding of compliance, and the capability to drive team performance metrics effectively. This on-site position promises a dynamic work environment focused on enhancing customer service.

Qualifications

• Experience in customer engagement and complaint resolution.
• Strong analytical skills with a focus on data-backed decision-making.
• Proven track record in team leadership and training.

Responsibilities

• Manage team schedules, training, and resource allocation.
• Oversee customer communication and resolution of escalated issues.
• Conduct regular performance reviews and facilitate team training.

Skills

Customer communication expertise

Data analysis

Team management

Training and coaching

Compliance knowledge

Education

Bachelor's degree or equivalent

Tools

Jira

Digital communication tools

Job description

A financial services company in Metro Manila is seeking an experienced team manager to oversee customer engagement and workforce management. The ideal candidate will have expertise in handling escalated issues, data analysis for customer satisfaction, and the ability to conduct training programs. The role requires excellent communication skills, a solid understanding of compliance, and the capability to drive team performance metrics effectively. This on-site position promises a dynamic work environment focused on enhancing customer service.