Job closed.
Job Description
- Drives Non-Voice Solutions (chat, email, social media).
- Manages and audits all Vendors for Non-Voice Solutions (BPO).
- Ensures that tone and messaging are consistent across all media AND are aligned with Voice Solutions.
- Conducts periodic chat and email reviews (reads and rates) with BPO teams
- Analyzes and provides reports on interaction metrics (FTR/FTF, volume, spread, drivers)
- Periodically conducts continuous soft-skills training.
- Manages and develops team leaders and SME’s
- Coordinates with KMS to ensure up-to-date information on agent-accessible sites.
- Co-leads tools creation and enablement, with a bias towards bots and automation.
- Ensures regular adherence of vendor to PCI-DSS requirements.
- Documents and updates templates as necessary, with coordination with KMS and Marketing.
Minimum Qualifications
- BPO/Back Office experience in a leadership position is a requirement (3 years minimum)
- Deep understanding of BPO metrics
- Above average analytical and presentation skills.
- Ability to add value to sales, tech, and marketing teams through the analysis of call drivers and customer complaints.
- Knowledge of/Experience with Social Media Management is preferred.
- Knowledge of/Experience with chat automation and bots is an advantage.
Jobs Summary
- Job Level
- Mid-Senior Level / Manager
- Job Category
- Customer Service
- Educational Requirement
- Bachelor's degree graduate
- Recruiter response to application
- Once in a while
- Office Address
- 32/F, Trade and Financial Tower, 7th Ave. corner 32nd St., Bonifacio Global City, Taguig, Metro Manila, Philippines
About Mynt
Mynt is local leader in mobile financial services focused on accelerating financial inclusion through mobile money, micro-loans, and technology. As a subsidiary of Globe Telecom, Ant Financial (an affiliate of Jack Ma's Alibaba), and Ayala Corporation, Mynt is now in a path in becoming a global mobile payment brand.
We are committed to exploring innovative and non-traditional avenues towards microfinance, leveraging telecommunications infrastructure and mobile money platform.
We are motivated by technology and how fast it can change the world. We are driven by innovation and how it can change lives.
OUR PURPOSE
To enable the aspirations of the financially underserved.
OUR VISION
Become the next billion’s ‘bank’.
OUR MISSION
Provide innovative and first-in-world Fintech solutions to consumers, merchants and organizations.
OUR VALUES
We are Fearlessly Innovative
We Act Fast & Learn Faster
We are Passionately Customer-focused
We Care like Owners
We are Deliberately Inclusive & Collaborative
…Integrity & Excellence in all we do
We are Mynt!
Mynt is looking for individuals who have the burning passion to innovate, strong drive to excel, and endless commitment and pursuit to make a positive impact in our society.
Here at Mynt, all ideas, big or small, can be heard and recognized. We don’t look at age – we look at passion, initiative, and innovation. We aren't too strict when it comes to rules, as long as you get things done. High performance is something we reward with recognition, career advancement, and financial incentives. We are highly collaborative and we work in diverse teams to solve important problems. Handling major projects with direct business impact, you'll have high leadership visibility and the opportunity to work directly with senior management. With the different businesses and functions we have, the opportunities for growth are endless, so you can try something new or take on bigger responsibilities. This is a place where you can be your best; where we work together on something we all love, with good people we like. We are all passionate about our work and making a difference in this world, bringing financial services to the unbanked and underserved by utilizing the power of technology. Be part of a fresh, fun-loving company where YOU can make a difference.