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 work shift (7.5 hours)Immediately escalate issues such as system problems, incorrect resolution, etc. to Head or immediate supervisorSubmit required end-of-day productivity reports and other reports as may be required in a timely and accurate mannerUpkeep assigned workstation, office equipment, office supplies and toolsPerform other duties/tasks that may be assigned from time to time

Qualifications:Bachelor's degree holder in any relevant fieldContact Center Operations Management is preferredStrong 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 skillsProfessionalism, Personal Credibility & Integrity: Demonstrates honesty, ethical behavior, and trustworthinessFlexibility & Adaptability: Handles change with a positive and solution‑oriented mindsetTeamwork & Collaboration: Works cooperatively with diverse individuals and groupsExcellence 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.