TEAM LEADER
1 week ago
We are seeking an experienced and results-driven Customer Service Team Leader to manage and support a team handling a Finance Account. The successful candidate will ensure excellent customer service delivery while maintaining compliance with financial policies, regulatory standards, and company procedures.
Key Responsibilities
- Supervise and coach a team of Customer Service Representatives assigned to a Finance Account
- Ensure strict compliance with financial regulations, data privacy, and company policies
- Monitor daily team performance, KPIs, SLAs, and quality standards
- Handle customer escalations related to billing, payments, collections, or account inquiries
- Conduct coaching sessions, performance evaluations, and corrective action plans when needed
- Review call/chat/email quality and provide actionable feedback
- Prepare and submit accurate daily and monthly operational reports
- Support onboarding and continuous training of team members
- Coordinate with Operations and Management to improve service efficiency and customer satisfaction
Qualifications & Requirements
- At least 1–2 years experience as a Team Leader or Supervisor in a Finance, Banking, Lending, or Collections account
- Strong understanding of financial customer service processes and compliance standards
- Excellent communication and leadership skills
- Proven ability to manage escalations and sensitive customer concerns
- Experience working with KPIs, QA metrics, and reporting tools
- Willing to work shifting schedules, including weekends if required
Skills & Competencies
- People management and coaching
- Analytical and problem-solving skills
- High attention to detail and accuracy
- Professional judgment and confidentiality
- Customer-centric mindset
Job Types: Full-time, Permanent
Pay: Php40, Php45,000.00 per month
Work Location: In person
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