Team Lead

3 weeks ago

Taguig, National Capital Region, Philippines TASQ Staffing Solutions Full time

Requirements:

  • Minimum 4 years of voice BPO experience in Fraud Contact Center, Fraud & Non-Fraud Investigations
  • Required financial/fraud voice background
  • Bachelors 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 work 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 companys 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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