Customer Engagement Supervisor

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