Team Lead - BPO Financial (BGC, Taguig) (08 / 26 / 25 start date)

About the job : Team Lead for Customer Service Financial (BGC, Taguig) | Onsite

Start Date : August 26

Work Setup : 100% Onsite (BGC Taguig)

Requirements :

Minimum experience of 4 years with customer service in the BPO / BPM industry

Bachelor's degree in any course or equivalent experience

A minimum of 3 years in the role of a team leader is required. MUST HAVE HANDLED A TEAM OF AGENTS DOING VOICE OR INBOUND CALLS.

Willingness to work in rotational shifts

Amenable to working in shifting schedules.

Amenable to working ONSITE (TAGUIG).

Able to start ASAP

Responsibilities :

Effectively manage teams including tasks such as resource planning, career planning, performance management, attrition management, etc.

Coach and help develop team members; help bridge knowledge gaps and overcome skill and will issues

Handle User / customer escalations and formulate actions to resolve any concerns and ownership till resolution

Regularly formulate and execute internal and external governance

Effectively handle client escalations and formulate actions to resolve any concerns

Work with the operations managers to obtain necessary resources like training and support for the teams' requirements.

Conduct quality assessment of agents' performance and formulate trends for performance improvement of agents & teams

Ensure that the team members have the necessary knowledge and training to effectively deliver on their targets

Familiarize the team with the latest process update and changes, team and individual targets

Identify process improvement ideas and mentor team members on implementing improvement ideas / Six sigma / lean projects