Contact Center Team Lead — High-Priority Support

Threadneedle group; Hinoba-an; Hybrid; PHP 396,000 - 594,000; Full time

Job summary

Ameriprise India LLP seeks a senior contact center leader to manage a team delivering world-class service to high-priority advisors and clients. You will resolve complex inquiries, coach agents, and drive performance through structured reviews and escalations.

The role emphasizes collaboration with HR and leadership to develop career paths, with in-office collaboration three days a week and two days remote. Prior experience in financial services is preferred.

Qualifications

• Experience in a service call center or transaction processing.
• Strong written and verbal communication skills.
• Demonstrated ability to work directly with high-priority internal and external customers.

Responsibilities

• Lead a team of contact center resources and ensure SLA adherence.
• Coach agents on policies, procedures, and customer-service skills.
• Handle escalations and coordinate with HR/Leaders for development plans.
• Provide leadership guidance and motivate team members through coaching and meetings.
• Perform quality reviews and provide feedback based on call monitoring.

Skills

Call center experience

Communication skills

Team handling

Job description

Ameriprise India LLP seeks a senior contact center leader to manage a team delivering world-class service to high-priority advisors and clients. You will resolve complex inquiries, coach agents, and drive performance through structured reviews and escalations.

The role emphasizes collaboration with HR and leadership to develop career paths, with in-office collaboration three days a week and two days remote. Prior experience in financial services is preferred.