Customer Fulfillment Team Manager – JPMorgan Chase & Co.
(090060796)
RESPONSIBILITIES:
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Create an effective and efficient team through continuous communication, timely feedback, and appropriate supervisory practices.
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Supervise personnel issues, operational matters, and coordinate problem resolution as needed.
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Monitor employee performance to ensure adherence to productivity levels and quality of service within established time frames and guidelines.Define and communicate performance expectations, establish goals and standards, writes performance evaluations, conduct performance evaluation feedback sessions, and initiates progressive discipline as needed.
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Responsible for executing policies and procedures; ensuring audit compliance to minimize loss.
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Act as escalation point for staff with customer issues to ensure service quality resolution & root cause
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Provide management with suggestions and statistics to support process improvements that will generate additional revenue, lower servicing costs, and improve overall customer service
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Assist management in monitoring the business plan relative to service goals and understanding the overall financial impact.
REQUIREMENTS:
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3 to 5+ years experience as a Supervisor (or equivalent management) experience within operations or a banking / call center or customer servic environment.
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Demonstrated personal ability to coach staff on customer service process
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Comprehensive knowledge of all aspects of line of business processes and procedures
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Detailed knowledge of services and operation systems and proficient in all aspects of business software
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Well versed in dealing with customers under difficult circumstances
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Demonstrated ability to identify, analyze, plan, prioritize, and solve problems, by providing viable solutions and executing excellent follow-through.
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Understands expenses/volumes and impacts to unit cost. Focuses on metrics to achieve goals.
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Microsoft Office and PC skills are needed.
Company Name :
JPMorgan Chase & Co.
Industry :
Call Center / IT-Enabled Services / BPO
Type of Company :
Private Limited Company, Foreign Based Company
Location :
7/F Net Quad Bldg., 4th Ave. Corner 30th St., Fort Bonifacio, Global City Taguig City
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