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Operations Team Lead

2 weeks ago

Manila, National Capital Region, Philippines Filinvest Hospitality Corporation Full time

The Operations Team Lead role is a critical position within the Frontline, Collections and Ledger Management Section. The incumbent will closely monitor daily productivity to ensure that all accounts endorsed for callout are efficiently contacted.

This involves ensuring key service levels and objectives are achieved, policies and process metrics are followed, and timely reports are provided for management purposes.

The team lead will provide supervision and training to Frontline, Collections, and LMS associates to deliver high-quality customer service.

**Key Responsibilities:**

  1. Monitor daily staff productivity and performance to ensure key objectives are met.
  2. Provide guidance and training to staff on policies, processes, and customer service standards.
  3. Conduct regular meetings with staff to discuss performance reviews and provide recommendations for improvement.
  4. Coordinate with internal teams to resolve customer complaints in a timely and professional manner.
  5. Create and prepare daily and periodic reports for management use.