Care Floor Controller
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Location: Manila, Philippines
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Description
ABOUT THIS ROLE
The Floor Controller is responsible for delivering the day-to-day services across the Ria and Xe. The key focus is to ensure that all serviced channels such as chats, phones and tickets, are offered in an efficient and timely manner with least interruption to the customer. To be successful as a floor controller should have excellent interpersonal skills and be highly organized. You must be able to delegate duties to staff members while making sure that the staff is schedule for their daily assigned roles.
The outcome of this role will be that Ria and XE customers, regardless of region, receive the fastest possible support during their engagement with us.
OUR PRINCIPLES
- AMBITION - We dream big, try things out and always ask “why not?” and “what if?” We’re ambitious in our thinking and our delivery
- RESPONSIBILITY - We get involved, bring our perspective and are always open to new ideas. We take personal responsibility
- COMMUNITY - We value a sense of belonging, trusting each other and encouraging authenticity. We contribute to our community
ROLES & RESPONSIBILITIES
- Supervise staff on a daily basis and move staff across the floor if needed to guarantee the service levels.
- Monitor the service levels of all our inbound channels: Chat, Phones and Tickets in APAC
- Ensure all staff perform allocated roles in WFM.
- Creates the monthly schedules and roster for the different teams in close relation with supervisors and managers
- Assist staff with any queries or requests regarding time offs, vacations and swaps.
- Request Over Time approval to the regional care managers.
- Administer resources to ensure correct coverage and services for our lines of service
- Respond to call center issues with urgency and immediacy.
- Puts forward initiatives to improve the service levels across the different channels.
- Help prepare weekly reports to track performance of employees to enhance efficient evaluation.
- Monitors work and maintain an efficient rapport between floor employees and supervisors.
- Investigate all issues on floor and assist in resolving all mistakes for management team and working staff.
- Analyze and identify growth for all projects at workstations and ensure high quality service.
- Work closely with global peers to share best practices.
- Build a learning culture, where teams share important knowledge and best practices.
- Understands the importance of Privacy and follows the regional legislation and procedures accordingly.
- Participate in all Work, Health and Safety training and emergency evacuation drills as requested.
- Other duties, special projects, and special reporting as assigned without extra remuneration
POSITION REQUIREMENTS
- Preferably 3 years as a floor controller in call centers
- Natural ability to relate to customers and employees.
- Multinational experience is essential, experience in the financial industry is preferred.
- Fluent English, an additional Latin, European or Asian language is desirable.
- Experience in managing and motivating a team to deliver against targets and metrics.
- Data driven and analytical, with an ability to review/analyze performance metrics.
- Excellent communication skills, spoken and written.
- Ability to adhere to process and based on results propose continuous improvements.
- Experience using Zendesk
- Experience with calling software such as Cisco and/or Avaya
- Experience using or creating Power Bi/Zendesk reports is desirable
- Experience using Calabrio is desirable
- Must be familiar using Microsoft Office 365 suite
PERKS & BENEFITS
- Competitive Salary and Allowances
- HMO/Dental/Life Insurance Benefits on Day 1
- Paid Time Off (SL/VL) with Leave Conversion
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and requirements.
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