
Team Lead, Customer Care Center
4 days ago
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
JOB FUNCTION AND RESPONSIBILITIES:
Manage team of 13 or more team members, ensure departmental goals and standards are achieved.
- Communicate company goal, safety practice and ensure all employees remain engaged.
- Effectively provide prompt, accurate and professional responses to customer inquiries/grievances at escalation desk.
- Ability to prioritize, work independently, meet deadlines and motivate team members for better results.
- Conduct performance review and provide appropriate feedback to team members.
- Perform periodic audits to ensure performance standards are met.
- Accountable for daily operations in department.
- Resolve loans and delinquencies thus to enhance departmental cure rate% results.
- Aim and achieve high Quality & NPS/Stella results (Over and above the set target)
- Maintaining high employee productivity and teams phone performance metrics
- Partnering with other department (WFM, Training, HR, Dialer, Facilities etc...)
- Identify process breakdowns and offer corrective suggestions.
What we're looking for
- Must have a Bachelor's degree.
- Fluency in both English and Spanish, with excellent communication and interpersonal skills.
- Strong problem-solving, decision-making, and conflict resolution abilities
- Proficiency in data analysis and performance management, with the ability to identify and implement process improvements
- Demonstrated experience in coaching and developing high-performing teams
- 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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