Escalations/Reports Supervisor
Convergys Philippines Services Corp
Total years of experience :11 years, 5 Months
Experience/exposure with statistical concepts and applications, data analysis, call center exposure, customer satisfaction data exposure and/or process consulting
2 San Parq, Mandalagan, Bacolod City
•Obtains client information by answering telephone calls; interviewing clients; verifying information.
•Determines eligibility by comparing client information to requirements.
•Establishes policies by entering client information; confirming pricing.
2 San Parq, Mandalagan, Bacolod City
•Effectively interact with team members who have diverse backgrounds and temperaments, while demonstrating a genuine interest in team members, maintaining open lines of communication with team members and being an advocate for team members.
•Consistently monitor team to proactively identify potential problems and ensure appropriate parties are engaged through to resolution. Maintain relationships within the supporting business units to help resolve issues related to team members, e.g., Human Resources, WFM, Quality, etc. Responsible of making sure program reports are done accurately and sent on time.
•Responsible for day-to-day functional supervision of non-exempt work group, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization’s policies and applicable legal requirements.
2 San Parq, Mandalagan, Bacolod City
•Responsible for the creation and maintenance of organizational and client reports as well as the daily production and distribution of such reports to the 5 Convergys sites (Bacolod, Cebu, Quezon City, Costa Rica & India).
•Works on intensive research, case studies and deep dives to analyze issues and provide solutions.
•Produce ad hoc reports, and trending data, if necessary suggest solutions to improve operations processes.
•Reports and trends customer satisfaction and other operational metrics on a daily/weekly/monthly basis; produces monthly management reports.
•Builds relationships with on-site Operational teams to understand current operational processes and identify possible gaps that may be contributing to lower customer satisfaction results; serves as an extension of the Operational team.
•Develops and ensures that methods, procedures, standards and practices are incorporated into project and process improvement.
BS Aquino Drive, Bacolod City
•Ensures that projects are delivered within client schedule.
•Maintains staff by recruiting, selecting, orienting, and training employees.
•Competitive Intelligence and Industry Research for Clients - Analyze and Interpret information about competitors and lines of businesses.
•Takes proactive steps to ensure client application is working properly.
•Modifies client accounts to keep pace with the current changes.
•Review reports for completeness, accuracy and presentation, add commentary if required.
•Review quality of contents in terms of relevancy and takes corrective action to clean data.
•Analyze websites that are prospective candidates for inclusion in an inventory of websites from which data will be extracted.
•Works with different foreign translators in creating automated database queries for industry research in foreign languages.
•Assures quality of content brought in by queries through analysis with foreign translators.
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