Team Leader

1 week ago

Tarlac City, Central Luzon, Philippines Intelegencia Full time ₱336,000 - ₱360,000 per year

About the Role:

We are looking for dynamic Team Leaders to oversee a high-performing customer support team handling banking product inquiries, including card services. You will lead your team in delivering exceptional service through chat, managing escalations, and ensuring alignment with financial industry standards and client expectations.

Key Responsibilities:

  • Supervise a team interacting with customers about banking product concerns, such as card-related issues.
  • Take appropriate actions and create cases for further support via chat channels.
  • Stay current on trends, guidelines, and compliance requirements affecting financial institutions.
  • Ensure the team consistently meets or exceeds performance metrics through sustainable improvements.
  • Implement best practices to maintain and improve productivity and service level agreements (SLAs).
  • Effectively manage team attrition, absenteeism, and agent capacity in response to workload demands.
  • Provide targeted, constructive feedback based on performance and quality metrics.
  • Recruit, train, and develop high-quality agents to enhance team capabilities and growth.
  • Handle escalation calls and resolve complex customer issues as needed.
  • Share insights with management to support client vision, leveraging deep understanding of technical, business, and industry trends including fraud prevention.

Qualifications:

  • Bachelor's degree in Business, Finance, Communications, or a related field preferred.
  • Proven experience (2+ years) in a team lead or supervisory role within customer service, preferably in banking or financial services.
  • Strong knowledge of banking products, especially card services, and customer support best practices.
  • Excellent leadership, communication, and interpersonal skills.
  • Ability to analyze metrics and drive continuous improvement initiatives.
  • Skilled in managing team dynamics, motivation, and performance.
  • Proficient with chat support tools and case management systems.
  • Ability to handle escalations calmly and effectively.
  • Detail-oriented, proactive, and adaptable to changing environments.

Why Join Us?

  • Competitive salary and benefits
  • Opportunity to work with leading financial clients
  • Supportive environment that fosters professional growth
  • Chance to make an impact on customer experience and operational excellence

Job Type: Full-time

Pay: Php28, Php30,000.00 per month

Benefits:

  • Additional leave
  • Company Christmas gift
  • Company events
  • Health insurance
  • Life insurance
  • Opportunities for promotion
  • Paid training
  • Pay raise
  • Promotion to permanent employee
  • Staff meals provided

Work Location: In person

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