# Customer Engagement Supervisor

**Company**: Pru Life U.K.
**Location**: Metro Manila
**Experience**: senior
**Job type**: full-time
**Category**: Operations
**Industry**: Finance

**Apply**: https://prudential.wd3.myworkdayjobs.com/en-US/prudential/job/Metro-Manila/Customer-Engagement-Supervisor_26030654?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_31163cb2-663

## Description

We are seeking a Customer Engagement Supervisor to join our team at Pru Life U.K. in Metro Manila. As a Customer Engagement Supervisor, you will interact with customers to provide information in response to inquiries about products and services, handle and resolve complaints across all available channels/touchpoints of Contact Center.

**Key Responsibilities:**

- Handle people management and team's workforce

- Assist on team's inquiries/concerns

- Expert handling of customer communication across all contact center channels

- Handle complex cases and upper management escalations

- Collect data and perform customer data analysis to recommend value-adding solutions/services

- Provide customer insights from customer data collection and perform analysis of solutions, gaps, customer research, and competitor's products and offerings

- Resolve incidents and issues as they arise

- Escalate issues/concerns to the appropriate unit/squad of the company

- Prepare detailed assessment, Transaction Issue Cause Action Resolution needed (TICAR) endorsement, and/or Facts of the Case (FOTC) analysis

- Drive closure of open issues, at-risk, and beyond Service Level Agreements (SLAs) tickets

- Ensure timely and regular updates, feedback, and resolution to customers

- Promote digital tools' utilization to customers

- Support, cascade, and promote campaigns offered to clients and agents

- Recommend and implement other persistency and customer retention activities

- Ensure accurate ticket categorization, assignment, and endorsements

- Ensure that raised production tickets are closed within service level agreement

- Provide updates, feedback, and resolution to customers

- Review and assess Service Requests raised by the business

- Facilitate individual and group coaching sessions

- Reinforce disciplinary actions in accordance with HR's code of conduct/discipline

- Maintain team statistics and data

- Drive and strategize team performance and target Key Performance Indicator (KPI) achievements

- Prepare end-of-day production reports and analysis

- Prepare team's month-end report with insights

- Facilitate Daily Stand-ups (DSU) meetings

- Facilitate collaborations to address common issues/concerns

- Drive team's participation and engagement

- Spearhead process improvement initiatives

- Drive capability build program for the team

- Develop report templates, call-out trackers, and monitoring files

- Provide documentation and enhancement of internal processes, guidelines, and procedures

- Analyze and address Customer Satisfaction survey (CSAT) detractors

- Organize and facilitate mini-trainings and pocket sessions

- Participate in One Ops projects, testing, engagement, sprints, and enhancement initiatives

- Assist the Scrum Master and Product Owner in managing the Tribe

- Act as pseudo-Product Owner

- Create Jira stories for user requirements

- Perform other functions/channel assignments as may be assigned

**Requirements:**

- Ability to handle people management and team's workforce

- Excellent communication and customer service skills

- Experience in handling complex cases and upper management escalations

- Analytical and problem-solving skills

- Ability to work in a fast-paced environment

**What We Offer:**

- Competitive salary

- Opportunities for career growth and development

- Collaborative and dynamic work environment

## Skills

### Required
- customer service
- communication
- analytical skills
- problem-solving
- leadership

### Nice to have
- data analysis
- process improvement
- project management
- scrum master
- product owner

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Source: [Apply at prudential.wd3.myworkdayjobs.com](https://prudential.wd3.myworkdayjobs.com/en-US/prudential/job/Metro-Manila/Customer-Engagement-Supervisor_26030654?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)