Team Lead, Customer Care Center

7 days ago

Pasay, National Capital Region, Philippines PHH Mortgage Corporation Full time ₱1,500,000 - ₱2,500,000 per year

About the role

As the Team Lead, Customer Care Center - Resolutions (Spanish Bilingual) at PHH Mortgage Corporation / Onity Group, you will oversee a team of customer service representatives who provide high-quality resolution support to Spanish-speaking customers. In this full-time, on-site role in Pasay City, Metro Manila, you will be responsible for driving team performance, fostering a positive work environment, and ensuring exceptional customer experiences.

What you'll be doing

  1. JOB FUNCTION AND RESPONSIBILITIES:

  2. Manage team of 13 or more team members, ensure departmental goals and standards are achieved.

  3. Communicate company goal, safety practice and ensure all employees remain engaged.
  4. Effectively provide prompt, accurate and professional responses to customer inquiries/grievances at escalation desk.
  5. Ability to prioritize, work independently, meet deadlines and motivate team members for better results.
  6. Conduct performance review and provide appropriate feedback to team members.
  7. Perform periodic audits to ensure performance standards are met.
  8. Accountable for daily operations in department.
  9. Resolve loans and delinquencies thus to enhance departmental cure rate% results.
  10. Aim and achieve high Quality & NPS/Stella results (Over and above the set target)
  11. Maintaining high employee productivity and teams phone performance metrics
  12. Partnering with other department (WFM, Training, HR, Dialer, Facilities etc...)
  13. Identify process breakdowns and offer corrective suggestions.

What we're looking for

  1. Must have a Bachelor's degree.
  2. Fluency in both English and Spanish, with excellent communication and interpersonal skills.
  3. Strong problem-solving, decision-making, and conflict resolution abilities
  4. Proficiency in data analysis and performance management, with the ability to identify and implement process improvements
  5. Demonstrated experience in coaching and developing high-performing teams
  6. Familiarity with customer relationship management (CRM) software and call centre systems

What we offer

We are committed to providing our employees with a comprehensive benefits package, including competitive compensation and opportunities for professional development. We foster a collaborative and supportive work environment that values work-life balance and personal growth.

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