Team Lead, Customer Care Center

4 weeks ago

Metro Manila Philippines Buscojobs Full time

About the role

As the Team Lead, Customer Care Center - Resolutions (Spanish Bilingual) at PHH Mortgage Corporation / Onity Group, you will oversee a team of customer service representatives who provide high-quality resolution support to Spanish-speaking customers. In this full-time, on-site role in Pasay City, Metro Manila, you will be responsible for driving team performance, fostering a positive work environment, and ensuring exceptional customer experiences.

Responsibilities
  • Manage team of 13 or more team members, ensure departmental goals and standards are achieved.
  • Communicate company goal, safety practice and ensure all employees remain engaged.
  • Effectively provide prompt, accurate and professional responses to customer inquiries/grievances at escalation desk.
  • Ability to prioritize, work independently, meet deadlines and motivate team members for better results.
  • Conduct performance review and provide appropriate feedback to team members.
  • Perform periodic audits to ensure performance standards are met.
  • Accountable for daily operations in department.
  • Resolve loans and delinquencies thus to enhance departmental cure rate% results.
  • Aim and achieve high Quality & NPS/Stella results (Over and above the set target).
  • Maintaining high employee productivity and teams phone performance metrics.
  • Partnering with other department (WFM, Training, HR, Dialer, Facilities etc...)
  • Identify process breakdowns and offer corrective suggestions.
What we're looking for
  • Must have a Bachelor's degree.
  • Fluency in both English and Spanish, with excellent communication and interpersonal skills.
  • Strong problem-solving, decision-making, and conflict resolution abilities.
  • Proficiency in data analysis and performance management, with the ability to identify and implement process improvements.
  • Demonstrated experience in coaching and developing high-performing teams.
  • Familiarity with customer relationship management (CRM) software and call centre systems.
What we offer

We are committed to providing our employees with a comprehensive benefits package, including competitive compensation and opportunities for professional development. We foster a collaborative and supportive work environment that values work-life balance and personal growth.

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