Customer Care Analyst (Floor Controller)

Makati City, Metro Manila
Permanent
Full-time

1 month ago
Apply easily

At Xe, we live currencies. We provide a comprehensive range of currency services and products, including our Currency Converter, Market Analysis, Currency Data API and quick, easy, secure Money Transfers for individuals and businesses. We leverage technology to deliver these services through our website, mobile app and by phone. Last year, we helped over 300 million people access information about the currencies that matter to them and over 225,000 people used us to send money overseas.We are proud to be part of Euronet Worldwide (Nasdaq: EEFT), a global leader in processing secure electronic financial transactions. Under their Money Transfer division, Xe and Ria Money Transfer have been brought together to help establish the third largest money transfer business in the world.The role is responsible for delivering the day-to-day services across the Ria and Xe. The key focus is to ensure that all serviced channels such as chats, phones and tickets, are offered in an efficient and timely manner with least interruption to the customer. To be successful as a floor controller should have excellent interpersonal skills and be highly organized. You must be able to delegate duties to staff members while making sure that the staff is schedule for their daily assigned roles.Our principles

AMBITION - We dream big, try things out and always ask “why not?” and “what if?” We’re ambitious in our thinking and our delivery

RESPONSIBILITY - We get involved, bring our perspective and are always open to new ideas. We take personal responsibility
COMMUNITY - We value a sense of belonging, trusting each other and encouraging authenticity. We contribute to our community

What You'll Do:

Monitoring the Customer Care queues in APAC on a daily basis and organize staff across the floor if needed to guarantee the service levels.

Monitor the service levels of all our inbound channels: Chat, Phones and Tickets.

Assisting the supervisors and Care managers to ensure that the staff performs the allocated roles allocated in Calabrio.

Creates the monthly roster for the different teams in close relation with supervisors, managers and WFM.

Assist staff with any queries or requests regarding, time off, vacations and swaps.

Request Over Time approval to the regional care managers.

Administer resources to ensure correct coverage and services for our lines of service

Respond to call center issues with urgency and immediacy.

Puts forward initiatives to improve the service levels across the different channels.

Help preparing reports to track performance of employees to enhance efficient evaluation.

Monitor work and maintain an efficient rapport between floor employees and supervisors.

Investigate all issues on floor and assist to resolve all mistakes for management team and working staff.

Analyze and identify growth for all projects at workstations and ensure high quality service.

Work closely with global peers to share best practices.

Build a learning culture, where teams share important knowledge and best practices.

Develops and maintains relationships with agents, correspondents, and Ria/XE staff by setting quarterly visits or meetings with different stakeholders.

Understands the importance of Privacy and follows the regional legislation and procedures accordingly.

Participate in all Work, Health and Safety training and emergency evacuation drills as requested.

Other duties, special projects, and special reporting that may be assigned by the Supervisors or managers.

RequirementsWho you are;

Bachelor’s Degree in any related field

At least 3 years’ experience in related field

Natural ability to relate to customers and employees.

Multinational experience essential, experience in the financial industry is preferred.

Fluent English, an additional Latin, European or Asian language is desirable.

Experience in managing and motivating a team to deliver against targets and metrics.

Strong customer focus.

Excellent communication skills, spoken and written.

Ability to adhere to process and based on results propose continuous improvements.

Highly numerate focused and comfortable working in a fast paced, target driven environment.

Data driven and analytical, with an ability to review/analyse performance metrics.

Experience using; Zendesk /Cisco and/or Avaya/Power Bi reports/Calabrio / Microsoft Office 365 suite

Benefits

Competitive Salary and Allowances
HMO/Dental/Life Insurance Benefits on Day 1
Paid Time Off (SL/VL) with Leave Conversion
13th Month Bonus and Performance Bonus

We want Xe to be a great place to work and to ensure that our communities are represented across our workforce. A vital part of this is ensuring we are a truly inclusive organisation that encourages diversity in all respects.At Xe we are committed to making our recruitment practices barrier-free and as accessible as possible for everyone. This includes making adjustments or changes for disabled people, neurodiverse people or people with long-term health conditions. If you would like us to do anything differently during the application, interview or assessment process, including providing information in an alternative format, please contact us on recruitment@xe.com