TEAM LEADER

1 week ago


Ortigas, Philippines Partnerway Business Services Corporation Full time

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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