Contact Center Team Lead & Customer Experience Coach

Security Bank Corporation; Makati; On-site; PHP 600,000 - 900,000; Full time

Job summary

Security Bank Corporation is seeking a Team Leader (Contact Center) to supervise Better Banking Specialists and ensure high-quality customer service. The role involves managing daily operations, coaching staff, and handling escalations to maintain service levels.

The ideal candidate has at least 3 years in a Team Lead role within a BPO, a bachelor’s degree, and strong leadership, planning, and communication skills. On-site work in Makati is required.

Qualifications

• 3+ years of experience as a Team Lead in a BPO setting.
• Bachelor's degree in any field.
• Knowledge of bank products and services; strong leadership and people management.

Responsibilities

• Prepare daily reports using MIS data and identify root causes when goals aren’t met.
• Handle escalations and perform outbound calls, emails or SMS to resolve customer concerns.
• Convey feedback to operations, quality and training to improve processes and customer satisfaction.
• Oversee day-to-day team operations including shift assignments, attendance and performance to meet service levels.
• Conduct coaching on metrics such as AHT, quality review and score sheets to drive performance.

Skills

Leadership

Communication

Planning

Coordination

Education

Bachelor's degree (any field)

Job description

Security Bank Corporation is seeking a Team Leader (Contact Center) to supervise Better Banking Specialists and ensure high-quality customer service. The role involves managing daily operations, coaching staff, and handling escalations to maintain service levels.

The ideal candidate has at least 3 years in a Team Lead role within a BPO, a bachelor’s degree, and strong leadership, planning, and communication skills. On-site work in Makati is required.