BPO Team Lead for Financial Services

2 weeks ago

Makati City, National Capital Region, Philippines ISTA Personnel Solutions Full time ₱900,000 - ₱1,200,000 per year

ISTA Solutions, an outsourcing/offshoring company, is in search of an experienced Team lead to join our rapidly expanding team. As a member of our team, you will have the opportunity to work with highly skilled professionals, who prioritize employee satisfaction and work-life balance. At ISTA Solutions, we pride ourselves on creating a culture focused on long-term success and life-long learning. We're looking for a team player who is ready to contribute to our mission, just like you

Account Specific Roles and Responsibilities:

  • Lead, coach, and mentor a team of agents to ensure consistent performance and service quality
  • Monitor calls, emails, and back-office work to maintain high standards of accuracy and professionalism
  • Provide feedback, training, and development to agents to enhance their communication, empathy, and problem-solving skills
  • Handle escalations with patience and professionalism while setting an example for the team
  • Ensure the team meets KPIs and service level agreements (SLAs)
  • Collaborate with management to implement best practices, process improvements, and performance initiatives
  • Maintain a positive, supportive team culture that encourages growth and accountability
Requirements
  • 1 - 2 years BPO experience (preferably financial account)
  • At least 6 months Team Lead/Supervisory/supervisory experience
  • Proficient in computer navigation, MS Office, and Outlook
  • Ability to multi-task, prioritize, and manage time effectively
  • Excellent verbal and written English skills
  • Willing to work onsite in Makati
  • Amenable working night shifts
Benefits

What Can We Offer You?

  • Competitive salary and benefits
  • Health Insurance with free dependents
  • 10%-night differential
  • Attendance Bonus
  • Paid time off
  • Convertible to cash leave credits
  • Performance Appraisal
  • Work-life balance
  • A focus on growing your career path with us
  • We encourage you to follow your passions and learn new skills

Our Commitment to You

  • Strong culture and values-driven leadership
  • We create opportunities for you to learn and grow at any stage of your career
  • Continuous learning and innovation
  • We foster an all-inclusive environment where everyone thrives

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