Contact Center - Resolution Management Team Head

Key Responsibilities:Ensure Quality Resolutions: Oversee and validate the resolutions provided by Fulfillment Units/Officers, ensuring they are timely, complete, and appropriately aligned with customer concerns.Case Review & Compliance: Conduct thorough reviews of handled cases to ensure adherence to bank processes, regulatory requirements, and internal quality standards.Error Monitoring & Improvement: Track case-handling errors and drive timely implementation of corrective and preventive actions to enhance service delivery.Reporting & Analytics: Prepare, analyze and submit accurate reports (e.g.: productivity, service level, error, etc.) other required documentation within set deadlines.Qualifications:Bachelor’s degree holder in any relevant field.Minimum of 5 years’ experience in a Contact Center or Customer Service role within the local banking industry.Proven experience in people management and performance monitoring.Strong background in process improvement, with the ability to identify inefficiencies and implement effective solutions.Excellent analytical, problem-solving, and decision-making skills.Strong communication and interpersonal skills, with the ability to collaborate across teams.Proficient in using productivity tools and reporting systems.Willing to work on-site and be assigned to any of the following locations: Pasay, Greenhills, SM North Edsa, or Makati.