Customer Care Team Lead — Lean Ops & Escalations

PHH Mortgage Corporation; Manila; On-site; PHP 420,000 - 600,000; Full time

Job summary

PHH Mortgage Corporation is seeking a seasoned team leader to direct a 13+ member group, driving productivity and service quality. The role emphasizes Lean Management, a strong refinance and sales background, and disciplined performance reviews.

Night shift flexibility is required to meet business needs. Applicants should hold a bachelor’s degree and demonstrate excellent written and verbal communication, plus proficiency with Microsoft Office and software tools.

Qualifications

• Strong background in refinance and sales.
• Strong expertise in Lean Management.
• Bachelor’s degree.
• Minimum of 2 years experience leading a team with track record of meeting or exceeding performance goals.
• Detail oriented with ability to organize and prioritize work and meet strict deadlines.
• Efficient communicator and problem solver with excellent written and verbal communication skills.
• Proficient with Microsoft applications and ability to learn software applications.

Responsibilities

• Manage team of 13 or more team members, ensure departmental goals and standards are achieved.
• Lead day-to-day operations of team members to meet/exceed productivity, adherence and staffing requirements.
• Perform routine agent performance reviews to motivate and help achieve their individual and departmental goals.
• Handle customer escalations and complaints.
• Analyze daily, weekly and monthly reporting trends related to Customer Service.
• Identify process breakdowns and recommend resolutions.
• Prioritize assigned tasks and coordinate with team members, peers and leaders to initiate, manage and execute key initiatives.
• Complete ad-hoc projects when necessary.
• Improve employee satisfaction and reduce attrition.
• Supply timely reports to direct reports.
• Night shift/scheduled shift changes as a result of business needs.

Job description

PHH Mortgage Corporation is seeking a seasoned team leader to direct a 13+ member group, driving productivity and service quality. The role emphasizes Lean Management, a strong refinance and sales background, and disciplined performance reviews.

Night shift flexibility is required to meet business needs. Applicants should hold a bachelor’s degree and demonstrate excellent written and verbal communication, plus proficiency with Microsoft Office and software tools.