Contact Center Team Leader, Consumer Finance

Travel + Leisure Co.; Mabalacat; On-site; PHP 800,000 - 1,200,000; Full time

Job summary

Travel + Leisure Co. is seeking an experienced people-focused leader to coach consumer finance teams and drive performance in a fast-paced call center environment.

You will lead coaching strategies, monitor performance, and foster a culture of accountability and success. You’ll manage escalated customer inquiries, ensure service levels and quality, and collaborate with cross-functional partners to deliver exceptional customer experiences while supporting workforce planning, onboarding, and

Qualifications

• Experience in leading or supervising a contact center, customer service, collections, or related environment.
• Strong coaching, mentoring, and performance management capabilities.
• Experience handling escalated customer issues and delivering effective resolutions.
• Excellent communication, interpersonal, and stakeholder management skills.
• Strong analytical and problem-solving abilities with a focus on continuous improvement.
• Ability to prioritise competing demands and thrive in a results-driven environment.
• Proficiency in Microsoft Office applications, including Excel, Word, and Outlook.
• Experience working within a regulated or compliance-focused environment is advantageous.

Responsibilities

• Lead, coach, and develop a team of Consumer Finance professionals to achieve performance and service goals.
• Monitor team performance, provide regular feedback, and implement coaching strategies to drive results.
• Manage customer escalations and support the resolution of complex customer inquiries and concerns.
• Ensure service levels, quality standards, and compliance requirements are consistently achieved.
• Analyze performance trends and identify opportunities to improve processes, productivity, and customer satisfaction.
• Collaborate with cross-functional teams to deliver the best possible outcomes for customers and the business.
• Support workforce planning, recruitment, onboarding, and employee development initiatives.
• Foster a positive, engaged, and high-performing team culture.

Skills

Leadership

Coaching & development

Customer service

Escalation management

Communication

Analytical thinking

Prioritization

Excel

Word

Outlook

Regulatory/compliance knowledge

Tools

Excel

Word

Outlook

Job description

Travel + Leisure Co. is seeking an experienced people-focused leader to coach consumer finance teams and drive performance in a fast-paced call center environment.

You will lead coaching strategies, monitor performance, and foster a culture of accountability and success. You’ll manage escalated customer inquiries, ensure service levels and quality, and collaborate with cross-functional partners to deliver exceptional customer experiences while supporting workforce planning, onboarding, and