Manila
Vacancy Type:
Permanent
Brand:
23 (Entain)
About The Role
 Purpose of the Job

Manage and coordinate the daily CS operation to ensure that the resulting staff schedules are closely aligned with the needs of the business, customers, and employees.

Active support for Reporting Analyst with producing, maintaining & administrating of CS Reports

To plan, manage and monitor the available resources to always enable the excellent accessibility for customers.

To define the gaps and advice the possible changes for improvement.

Key Activities / Accountabilities

Real time monitoring

To monitor transaction volumes, resources and technology on a real time basis, and to intervene with recommended solutions that match the changing requirements on a daily basis. 

  • Monitor and manage the real time resource levels through the available technology and workforce to recommend any required changes in shift patterns. Ensure sufficient coverage of respective queues cross the teams and locations.
  • Update schedules real time in accordance with business requirements
  • Monitor schedule adherence and discuss issues with the relevant stakeholders
  • Monitor the effectiveness of communication systems in conjunction with the IT department and recommend and implement changes where required
  • Administer the activity management for different Service levels
  • Follow-up on incidents/events and their impact on each desk
 Reporting
  • Produce the defined reporting suite within agreed deadlines for Head of CS, Team Leaders, Shift Leaders to support their objectives.
  • Responsible for the maintenance and ongoing administration of reports and the CS systems in use.
  • Responsible for newcomers/leavers management and keeping actual reporting line reflected in the respective reports.
  • Provide administration support and maintenance to CS staff with access to systems based on skills.
  • Provide consultation support about details and logic behind published reports.
  • Actively seek out opportunities to improve the quality and efficiency of the reporting processes and make accompanying recommendations.
  • Conduct ad-hoc analysis as request by management.
 Advising & Consulting & Escalating

To advise, consult and escalate appropriate case handling through the proposal of actions or take an action in order to increase the efficiency and quality of customer service operations

  • Conduct daily shift start up meeting in order to provide the current operation status and information about new processes and procedures
  • Proactively propose solutions based on data analyses results with the aim of increasing quantitative and qualitative KPIs results
  • Monitor daily case handling by agent, act as 1st escalation point and highlight potential the threats and also opportunities for improvement to management or relevant department (i.e. RG)
  • Work in co-operation with management, and the CS Planner & Analyst to advise about the most efficient and effective mix of skill-sets, resources usage, optimal call and chat -routing, staff planning and other areas of efficiency gains.
  • Provide deep dives on CS numbers and business trends and impact of possible changes in the customer service operations.
  • Provide the daily operation summary of the day

Process Management

To cooperate on development, maintain and enhance customer service processes in order to provide management with clear, concise information and proposal of action to enable informed decision-making

  • Actively participate on process development, in conjunction with CS Management, to enable real-time identification and effective responses to unexpected changes in intra-day incoming volumes.
  • Evaluate current processes and identify the gaps as a space for improvement
  • Cooperate with other departments to ensure process consistency within all departments

PERSON PROFILE

Essential Educational and / or Training Qualifications & Certificates

  • Higher education degree
  • English language – advanced (fluent speaking & writing)
  • Microsoft Office, in particular Microsoft Excel, courses qualifications and/or certificate (intermediate to Advanced level).

Preferred Experience and Knowledge 

  • An experience in the contact service environment is a preferable advantage.

Required Behavioural Competencies

FUNCTIONAL COMPETENCIES

  1. Analytical Thinking
  2. Decision Making
  3. Verbal & Written Communication
  4. Planning & Organising
  5. Managing Results
 FIXED COMPETENCIES
  1. Teamwork
  2. Continuous Improvement
  3. Helicopter view

About Entain

We may sit on the FTSE100, but for millions of customers worldwide, we’re the brands they hold in their hands – and heart. As the home of household names like Ladbrokes, Foxy and PartyPoker, to name just a few, we elevate lives with moments of excitement. And right now we’re elevating ourselves above the competition. We’re leading the industry in bold new directions - and it’s our diverse and talented team who are making this possible. Believe us, the best is yet to come. For our customers. For our future. For your career.

DEI and Wellbeing @ Entain

At Entain we do what’s right. It’s one of our core values. Which is why we’re taking the lead when it comes to creating a diverse, equal and inclusive future - for our people, our industry and our society. We’ve created a culture where everyone can feel psychologically safe, included and heard. Where being accepted for who you are is a given. Here, we celebrate our individual differences, and make sure everyone feels supported, respected, and empowered to thrive – and that starts from the moment you apply to join us.

Life @ Entain

We’re a team who love to play, and win, together. We love building bonds between our people, and we love to build your career up too. Join us, and we won’t just be your employer, we’ll be your biggest cheerleader. We’ll give you the power to lead the conversation on your learning and career goals from day one, and then get behind you with all the support you need to take your career – and our business – to new heights.