DE033500-Customer Service Senior Analyst

---ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE--- POSITION TITLE: Customer Service Senior Analyst WORK SETUP: RTO OVERALL PURPOSE: A Senior Analyst is responsible for managing a team while continuously improving operating practices and identifying value-added opportunities that enhance client service delivery. As part of the management team, the Senior Analyst works to ensure service-level agreements are consistently met. RESPONSIBILITIES: Operational Responsibilities • Manage operations from a process and measurement standpoint. • Maintain regular communication with the team regarding departmental and individual performance expectations. • Work with the client, Account Executive, and onshore team to define processes and procedures. • Set and assess representative performance expectations, create individual action plans, and provide regular constructive feedback. • Conduct briefings and team meetings to share team status updates, process updates, policy changes, and procedure changes. • Address performance and attendance issues promptly and consistently. • Assist with staff scheduling and forecasting to maintain optimal service delivery. • Develop reward and recognition programs for the team. • Manage escalated customer inquiries and complaints. • Apply strong analytical and data management skills to support operational decisions. • Analyze processes and consistently propose improvements. • Maintain a strong focus on people and team effectiveness. • Share best practices across the process and facilitate process improvement or cost-reduction initiatives. • Build effective working relationships with onshore teams and other stakeholders to manage process changes and metrics. • Drive business excellence across the operation. People Management Responsibilities • Manage direct reports from Level 11 to Level 13. • Demonstrate strong leadership and people management capability. • Identify training needs for team members. • Coach individuals on performance improvement tactics while recognizing and providing positive feedback to those performing above expectations. Client and Customer Responsibilities • Build and maintain strong client relationships. • Drive productivity within the assigned process. • Manage day-to-day operations in alignment with service-level agreements. • Ensure seamless service delivery and manage all aspects of the operational team. OTHERS: Project Shift Schedule: Night Shift Project Rest Day: Weekend Off Project/Team Location: Mandaluyong, Robinsons Cybergate Tower 2

Standard Team Lead profile; no domain At least 3 years solid experience; 1 year supervisory experience

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