• We are seeking an experienced Team Leader with a strong background in customer service and financial accounts within the BPO/BPM industry.
• The ideal candidate will have excellent leadership, communication, and operational management skills, and will be responsible for driving performance, service quality, and team engagement in a fast-paced contact center environment.

Key Responsibilities:

• Manage and lead a team of voice/inbound call center agents, ensuring optimal performance across key metrics
• Conduct regular performance evaluations, coaching, and mentoring sessions
• Monitor daily team operations to ensure adherence to SLAs and quality standards
• Address and resolve escalated customer issues effectively and professionally
• Prepare and deliver performance reports and insights to stakeholders
• Foster a high-performance, goal-oriented, and collaborative team culture
• Coordinate with cross-functional departments to support team and client requirements
• Handle administrative functions such as scheduling, shift management, and reporting
• Ensure compliance with internal policies, client expectations, and regulatory standards

Qualifications:

• Minimum of 4 years’ experience in customer service roles within the BPO/BPM industry
• At least 3 years of experience as a Team Leader, handling teams in voice or inbound call operations
• Bachelor’s degree in any field
• Proven ability to lead teams in high-volume, fast-paced environments
• Strong analytical, communication, and problem-solving skills
• Proficient in MS Office applications (Excel, Word, Outlook)
• Willing to work in rotational and shifting schedules
• Amenable to work onsite in Taguig
• Able to start immediately