Team Lead – Financial

6 days ago

Taguig, Philippines Stark Asia Solutions Inc. Full time

Overview

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
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