CONTACT CENTER ANALYST, VOICE OPERATIONS TEAM 5

Role summary

Written by MyIslandJob from the job title and employer. See the employer's page for the full description.

The Contact Center Analyst, Voice Operations Team 5 supports efficient and high-quality customer service through voice operations. Typical requirements include a bachelor's degree or relevant college education, strong verbal and written communication skills, customer service experience, and the ability to use contact-center systems and productivity tools. The role may involve monitoring call performance, preparing reports, reviewing service levels, identifying operational issues, and coordinating with frontline and support teams. Candidates are expected to be analytical, organized, dependable, and comfortable working with targets, shifting schedules, weekends, and holidays. Familiarity with banking products, quality assurance, workforce metrics, or contact-center operations is an advantage.

About the employer

Metrobank, formally Metropolitan Bank & Trust Company, is one of the Philippines' largest universal banks. Established in 1962, it provides services to individual customers, businesses, corporations, and institutional clients through branches, digital channels, and specialized banking teams. Its offerings include deposits, loans, credit cards, payments, investment services, treasury products, and wealth management. Metrobank is part of the Metrobank Group and maintains a broad presence across the Philippines, serving customers through physical and online banking platforms. The bank employs professionals in customer service, operations, technology, risk, finance, relationship management, and other corporate functions. Its work environment generally emphasizes service quality, integrity, teamwork, operational efficiency, and responsible banking. The company is headquartered in Makati, while many operational and contact-center roles are based in Metro Manila, including Pasay.