Customer Engagement Supervisor

About the role

Prudential is looking for a Customer Engagement Supervisor in Metro Manila. The role combines hands-on customer care across contact center channels with team leadership, performance management and compliance oversight. It covers inbound calls, outbound calls, email, chat and social media, and requires knowledge of Pru Life UK compliance standards.

Key responsibilities

• Handle customer inquiries, complaints and escalations (including ExCom and supervisor calls) and drive first-contact resolution
• Manage the team's workforce: schedules, training, overtime, performance appraisals, hiring and onboarding, and disciplinary actions
• Coach staff, run daily stand-ups, facilitate training sessions and drive KPI achievement
• Monitor inbound and outbound voice teams, forecast targets, prepare call scripts and trackers, and manage email, chat and social media queues
• Ensure accurate ticket categorization, SLA adherence and timely customer updates
• Prepare end-of-day, month-end and year-end reports, and end-of-day production reports
• Ensure compliance with AMLA and other regulatory requirements, data privacy and risk management standards, and report compliance matters to the Compliance Officer
• Act as a process and system owner, help the Scrum Master and Product Owner, create Jira stories, and support process improvement initiatives