Mark Albert Cabiles Email & Phone Number

Bacolod, Western Visayas, PH

• Report to Senior Managers
• Heads client services for a U.S. Financial program on a regular basis through KPI, SOW/ Business reviews and workforce planning
• Financial manager through key performance achievement of operations and support groups;
• Determines client needs and works with Functional heads to achieve client expectations; Client Services Manager;
• Ensures financial health and profitability by revenue management and cost/budget planning;
• Regular planning with Workforce and Recruitment to ensure staffing readiness and hours efficiency;

Supervise functional area comprised of specialists, team leaders, and first line managers who are responsible for overseeing a team that responds to escalated complaints inquiries or complaints regarding products and servicesMake employment decisions and set performance standardsIdentify opportunities for developing and monitoring service standards and.

• People Management as well as agent development.
• Operational Management: Managing the floor, adherence to schedule.
• Call monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every call.
• Leads a team of Supervisors in day-to-day function, including directing, planning, supervising and evaluating of assigned staff.
• Monitors performance of the LOB according to established standards.
• Plan and lead the execution of employee engagement, rewards and recognition to help drive performance and mitigate attrition.

Managing the day-to-day activities of the team. Motivating the team to achieve organizational goals. Developing and implementing a timeline to achieve targets. Delegating tasks to team members.

• Managing the day-to-day activities of the team. Motivating the team to achieve organizational goals.
• Developing and implementing a timeline to achieve targets. Delegating tasks to team members.
• Assigned to supervise a team under a Travel account.
• Develop a strategy the team will use to reach its goal.
• Provide any training that team members need.
• Communicate clear instructions to team members.