ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE--- POSITION TITLE: Customer Service Sr Analyst WORK SETUP: Return to Office OVERALL PURPOSE: The Service Delivery Sr Analyst is responsible for daily supervision of a team (e.g. delivery, process). They manage the workload of the team, may make work assignments, and have responsibility for developing team members. This job also operates as a subject matter expert and may be the escalation point for issue resolution and customer escalations. The job manages effective internal/external client relationships within a defined area of responsibility. This job also exercises consistent judgment and discretion with work directly related to management policies and the general operations of the business. They will be responsible for taking escalation calls and communicating process updates to team members. RESPONSIBILITIES:
Interpret day-to-day business objectives and prepare/execute operational practices/work programs. Ensure proper execution of processes by team
Review all incoming work for clarity, provide clear work directions, e.g., receive requests for assistance from the field, determine level of assistance required and respond appropriately
May perform data entry or other client related tasks in various systems, as required
Demonstrate expert knowledge of processes and related systems to effectively perform responsibilities
May make decisions about the day-to-day operation of the group, including management of work assignments and information between shifts as well as approach regarding workload, equipment, staffing, and scheduling. Includes adjusting work hours as necessary to meet deadlines, e.g., overtime, evening and weekend hours
Manage workloads to ensure even distribution of responsibilities and provide development opportunities, when available, with assistance from supervisor or workforce planner
May perform and/or ensure completion of quality review check on outgoing work (e.g., proof data entry, correspondence, and other tasks) within immediate team to ensure quality, accuracy, and consistency
Identify and assist with development of support materials for team use, e.g., training manuals, job aids, and views in databases
Prepare and analyze complex reports/information and formulate conclusions
Ensure that all of the client responsibilities occur in accordance with the statement of work and service level agreement with client(s)
Act as subject matter expert for team members, peers and/or clients as assigned
May act as a point of contact for senior client representatives
Anticipate, identify, and assess complex issues/problems. Develop and implement a corresponding plan of action to bring the situation to resolution. Communicate changes to supervisor and assist other team leads with resolutions, as needed
Identify, document, and review opportunities for team improvement in procedures/processes/standards to gain cost-effectiveness and efficiency; execute implementation of improvements
Required to direct work within clear budget guidelines
Meet with project OTHERS: Project Shift Schedule: Rotation Project Rest Day: Rotation Project/Team Location: Quezon Gateway Tower 2
SKILL AND QUALIFICATIONS:
Capable of ensuring policy/legal compliance and safety of content uploaded to the platform.
Education qualification: Bachelor's degree or an Equivalent Diploma
Excellent Verbal and Written Communication Skills with Local market expertise:
Verbal - B2 (CSVAR)
Written Communication - Typing 40 Words Per Minute
LPA B1T
