Team Leader

2 weeks ago

Ayala Alabang, National Capital Region, Philippines Moder Full time ₱2,000,000 - ₱2,500,000 per year

Location: 3F BPO Seats, Alabang Town Center

Onsite Work Setup | GY shift

About Moder Solutions Inc.

Moder Solutions Inc. is a growing outsourcing company supporting US-based clients in the mortgage and financial services industry. We're expanding our operations in Alabang, Muntinlupa, and we're looking for an experienced Team Leader to join our pioneering team.

Role Overview:

The Team Leader - Mortgage Servicing will be responsible for supervising a team of Customer Service Representatives handling billing and collections-related inquiries for a US Mortgage servicing client. This role requires strong leadership, coaching, and performance management skills, as well as a solid understanding of contact center metrics and operations.

Key Responsibilities:

  • Lead and motivate a team of agents to meet or exceed KPIs/metrics.
  • Provide real-time support, feedback, and coaching to drive individual and team performance.
  • Manage daily operations, monitor productivity, and ensure compliance with client and company standards.
  • Handle escalations, resolve customer issues effectively, and maintain service excellence.
  • Collaborate with Operations and Quality teams to improve processes and achieve business goals.
  • Prepare and present performance reports and insights to management.

Qualifications:

  • At least 2-3 years of experience as a Team Leader in a BPO environment.
  • Background in billing and/or collections from telco, BFSI, or financial accounts.
  • Experience in mortgage servicing is a strong advantage.
  • Excellent communication, coaching, and analytical skills.
  • Willing to work on-site in Alabang and on a US Shift Schedule

Why Join Us?

  • Be a part of a fast-growing startup BPO building its next success hub in Alabang
  • Competitive compensation and performance-based incentives
  • Opportunities for growth and leadership development as the site expands
  • Collaborative work culture built on trust, innovation, and results

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