BPO Team Lead

2 weeks ago

Taguig, Philippines TASQ Staffing Solutions Full time

About the job: Team Lead - CS Anti-Fraud (BGC Taguig) | Onsite
Requirements:

Minimum 4 years of voice BPO experience in Fraud Contact Center, Fraud & Non-Fraud Investigations
Required financial/fraud voice background
Bachelor's degree in any course
A minimum of 3 years in the role of a Team Leader must have handled a team of voice agents
Amenable to working in shifting schedules.
Amenable to work onsite (BGC Taguig)
Able to start ASAP.
General Responsibilities:

Operations Supervision:

Oversee daily team activities to ensure adherence to the company's code of conduct, SOPs, and operational models.
Monitor team attendance, schedule adherence, task completion, and service delivery to drive consistency and accountability.
Serve as the primary communication bridge between management and frontline agents.
Performance Management

Track, analyze, and manage individual and team performance against defined KPIs (AHT, CSAT, FCR, etc.).
Provide regular coaching, performance feedback, and structured reviews to team members.
Identify performance trends and implement action plans to address gaps or underperformance.
People Development & Engagement:

Mentor, motivate, and groom team members by addressing both skill and will gaps.
Facilitate learning through process updates, refreshers, and targeted coaching sessions.
Support career planning and succession development through ongoing talent assessments and upskilling initiatives.
Governance & Client Interaction:

Conduct internal and external governance reviews to share performance updates and improvement plans.
Coordinate with operations managers to align on resources, training needs, and support systems for seamless delivery.
Ensure high levels of service quality and compliance in accordance with contractual obligations.
Process Improvement:

Promote and implement process improvement ideas using Lean/Six Sigma methodology.
Collaborate with quality and training functions to close knowledge gaps and drive operational excellence.
General Knowledge & Skills:

In-depth understanding of the respective LOB (viz., Customer Care, Fraud Contact Center, Fraud & Non-Fraud Investigations, Collections) voice operations.
Proven ability to manage and coach teams in a BPO setup.
Strong communication, decision-making, and analytical skills.
Passion for customer service and team development.
Benefits:

HMO for Employee and 2 Dependents (On Day 1)
Quarterly performance bonus
Outstanding career development opportunities
24 Leaves Annually

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