PROJECT NAME: Prudential

POSITION TITLE: Service Delivery Ops Specialist

WORK SETUP: Hybrid

Project Shift Schedule: Night Shift

Project Rest Day: Weekends

Project/Team Location: Gateway Tower 2

Responsibilities:

• Oversees customer service representatives whose primary function is to handle customer service inquiries via inbound calls;

• Acts as the staff’s first escalation point for all types of issues (people, process and technology);

• Accountable for the overall skill/competency and development of his/her direct reports through performance coaching, mentoring and talent development efforts;

• Accountable for overall service level performance of associates according to established policies and business rules set by the client;

• Assists the Operations Customer Contact Manager in overall day to day operations through an effective monitoring and management of team performance;

• Responsible for maintaining contractual and regulatory compliance by knowing, understanding, correctly interpreting, and accurately applying requirements, regulations and standards. Reports suspected or confirmed issues on the same day of discovery to the manager and/or the Compliance Department;

• Responsible for ensuring staff’s understanding of contractual and regulatory requirements and reporting immediately all suspected or confirmed issues or concerns to a manager and/or the Compliance Department;

• Provides leadership, mentoring, and supervision of staff;

• Responsible for reporting known or suspected data breaches or fraud on the day of discovery to the Compliance Department, and for conducting follow up investigation as needed;

• Performs Root Cause Analysis (RCA) for performance deviations and implement improvement plans and associate coaching as needed; and.

• Studies and analyzes VOC (Voice of the Customer) trends and customer feedback and works towards improving performance

Skill and Qualifications:

• Minimum of 3 years of supervisory, team lead or subject matter expert experience in contact center services

• Holds a University degree

• Strong leadership, coaching and mentoring skills

• Working knowledge in Telephony Systems & Technology

• Excellent written and verbal communication skills in English. Must pass Berlitz B2 or Versant score of 58 and above or equivalent B2 proficiency level from other language proficiency assessment (LPA) process following the Common European Framework for Reference (CEFR) for English Language upon hire

• Excellent computer navigation and data organizational skills with ability to learn new systems, tools, applications

• Strong customer service focus:

o Ability to empathize and prioritize customer needs

o Strong probing skills

o Has strong active listening skills, patience & is action-oriented

• Good understanding of phone etiquette and call handling techniques

• Strong documentation skills/written communication skills

• Critical thinking skills or ability to gather and analyze facts/data to make a decision from judgment

• Ability to multi-task: effectively rotate concentration smoothly and entirely from one activity to another

• Strong attention to detail and time management skills

Please refer to job description.