Team Leader

14 hours ago

Ortigas Metro Manila, Philippines Private Advertiser Full time ₱1,500,000 - ₱2,500,000 per year

We are looking for a driven and experienced Customer Service Team Leader to guide, motivate, and support a team of Customer Service Agents in delivering excellent service to customers across the USA . You will play a key role in ensuring service standards are met, compliance is observed, and the team remains engaged, productive, and customer-focused.

Key Responsibilities
  • Lead, mentor, and coach a team of Customer Service Agents to deliver outstanding service and meet KPIs.
  • Monitor daily operations, including call handling, email/chat responses, and escalations.
  • Conduct regular team huddles, feedback sessions, and performance reviews.
  • Handle customer escalations and ensure timely, professional resolution.
  • Track and analyze performance metrics (CSAT, AHT, first-call resolution, etc.) and drive continuous improvement.
  • Collaborate with cross-functional teams such as Collections, Credit, and Operations to address customer needs.
  • Ensure team compliance with company policies, data privacy, and regulatory requirements.
  • Identify training needs and provide skill-building opportunities for team members.
  • Foster a positive, collaborative, and high-performance team culture.
Qualifications
  • At least 2–3 years of experience in customer service, with at least 1 year in a supervisory or team leader role.
  • Strong leadership, coaching, and people management skills.
  • Excellent communication skills in English (Spanish proficiency is a plus).
  • Background in financial services, credit, banking, or fintech preferred.
  • Strong analytical and problem-solving abilities.
  • Ability to work in a fast-paced, performance-driven environment.
  • Willing to work onsite five (5) days a week.
  • Flexible to work the night shift to support U.S. operations.

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