Team Lead

2 weeks ago

Quezon City, Philippines Uc Bcf Full time

Lead a team of Customer Service Experts in a Commercial Contact Centre, driving exceptional service and continuous improvement. Your Role Key responsibilities include: Managing volumes and resources through forecasting and queue monitoring to improve customer service levels. Coaching individuals with feedback and performance management to enhance customer experience. Creating an engaged and motivated team environment through role model leadership and behaviors. Collaborating with subject matter experts and coaches to develop and implement training and development plans. Contributing to risk and compliance management by ensuring adherence to Group and ANZ policies, procedures, and relevant legislation. Promoting a continuous improvement culture and assisting in developing ideas for change. Providing support to the Commercial Contact Centre Lead and Senior Commercial Operations Manager as required. About You The company is looking for: Solid understanding of bank systems, products, policies, procedures, and services. Operations knowledge and practical experience in workforce planning and forecasting. Curiosity, problem-solving expertise, and a desire to continuously improve systems. Prior team leadership experience with strong leadership and people management skills, including coaching for growth and performance improvement. Demonstrated ability to analyze and implement change management processes with adaptability and a growth mindset. Attention to detail and ability to use data to manage contact center capacity and customer demand. No formal qualifications required. Training & Development Opportunities to grow and develop through collaboration with subject matter experts and coaches, and implementation of training and development plans. Career Progression Build your future with opportunities to learn, grow, and take on new challenges within ANZ as the banking industry evolves. This job may close before the stated closing date. You are encouraged to apply as soon as possible. #J-18808-Ljbffr

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