Customer Service Team Lead (15-17 Agents) | KPI & Coaching

Home Credit; Quezon City; Sur place; PHP 391 000 - 781 000; Plein temps

Avantages offerts par ce poste

Up to 20% variable bonus

HMO on Day 1 / HMO with dependents

Mental health coverage and wellness

Wellness Leave and Birthday Leave

Internal Career Mobility

Résumé du poste

Home Credit Philippines is seeking a dedicated Team Leader to supervise a 15–17‑person customer service team at Vertis North, QC. The role involves coaching, mentoring, and coordinating with Team Leaders to ensure KPI achievement and high customer satisfaction.

The candidate will handle omni-channel customer interactions (voice/email/chat), demonstrate strong problem‑solving skills, and maintain adherence to company guidelines while supporting weekend and holiday shifts.

Qualifications

• Experience in managing a team of 15–17 operators.
• Experience handling inbound/outbound calls via omni-channel platforms.

Responsabilités

• Supervise a team of 15–17 customer service operators.
• Handle customer interactions via voice, email, chat.
• Coach and mentor agents to meet KPIs and quality targets.
• Assist Team Leaders in operational execution and reporting.
• Provide feedback and action plans to improve processes and customer experience.

Connaissances

Team supervision

Customer service

Bilingual English/Tagalog

MS Office

Presentations

Outils

MS Office

Description du poste

Home Credit Philippines is seeking a dedicated Team Leader to supervise a 15–17‑person customer service team at Vertis North, QC. The role involves coaching, mentoring, and coordinating with Team Leaders to ensure KPI achievement and high customer satisfaction.

The candidate will handle omni-channel customer interactions (voice/email/chat), demonstrate strong problem‑solving skills, and maintain adherence to company guidelines while supporting weekend and holiday shifts.