Resolution Management Officer

Job Mandate: Primarily responsible in ensuring that resolutions provided by various Fulfillment Units are properly relayed and communicated to customers in a timely manner using any of the available channels (callout, email, and sms). He/She is also expected to handle escalated cases and report any operational or customer issues to the Team Head with utmost urgency to ensure customer requests and problems are timely addressed.

Duties and Responsibilities:

• Fulfill assigned cases daily within workshift (7.5 hours)
• Immediately escalate issues such as system problems, incorrect resolution, etc. to Head or immediate supervisor
• Submit required end-of-day productivity reports and other reports as may be required in a timely and accurate manner
• Upkeep assigned workstation, office equipment, office supplies and tools
• Perform other duties/tasks that may be assigned from time to time

Qualifications:

• Bachelor's degree holder in any relevant field
• Contact Center Operations Management is preferred
• Strong analytical, problem-solving, and decision-making skills.
• Good communication and interpersonal skills, with the ability to collaborate across teams.
• Proficient in using productivity tools and reporting systems.
• Learning Agility: Quickly grasps new concepts and skills
• Professionalism, Personal Credibility & Integrity: Demonstrates honesty, ethical behavior, and trustworthiness
• Flexibility & Adaptability: Handles change with a positive and solution‑oriented mindset
• Teamwork & Collaboration: Works cooperatively with diverse individuals and groups
• Excellence in Execution: Follows established processes while ensuring accuracy

BDO Unibank, Inc. provides equal opportunity to all qualified candidates. Hiring decisions are based on job requirements and candidate qualifications, and shall not be influenced by any consideration of race, color, religion, sex (including sexual orientation and gender identity),  national or ethnic origin, or disability.