Team Lead

2 weeks ago


Makati City, National Capital Region, Philippines Michael Page Full time
  • Lead a dynamic, high-performing customer service team
  • Opportunity for international business travel

About Our Client

A global leader in financial services and digital payments, with operations spanning across Asia-Pacific and a focus on customer-centric digital solutions.

Job Description

  • Lead day-to-day customer service team operations
  • Monitor agent productivity (CPH, TPH), attendance, and quality
  • Manage communication queues: calls, chat, email
  • Ensure SLA compliance and workload distribution
  • Approve shift schedules, breaks, and emergency leaves
  • Conduct team huddles and enforce internal policies
  • Submit daily, weekly, and monthly performance reports
  • Perform audits and uphold company compliance standards
  • Act as first-level escalation for operational issues
  • Travel to Australia or New Zealand as required

The Successful Applicant

  • 3+ years in customer service; 2+ years in leadership
  • Experience in fintech, telecom, banking, or insurance preferred
  • Strong interpersonal, reporting, and analytical skills
  • Proficient in Microsoft Office and familiar with CRM/ticketing tools
  • Detail-oriented, adaptable, and culturally aware
  • Excellent in multitasking, team management, and communication

What's on Offer

  • Competitive compensation package
  • Exposure to regional operations and stakeholders
  • Growth in a dynamic and tech-driven work environment
  • Opportunity to build a high-impact support team
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