Onsite Banking Customer Service Team Lead — Manila

Capgemini Philippines Corp.; Manila; On-site; PHP 600,000 - 800,000; Full time

Job summary

A leading technology and consulting firm in Manila is seeking a Customer Service Team Leader to oversee a team of representatives. Responsibilities include mentoring team members, managing performance metrics, and driving customer satisfaction. Candidates must have at least 7 years of Customer Service experience, with a preference for those in banking operations, and relevant leadership experience. The position is onsite in Manila, following AU shifts.

Qualifications

• At least 7 years of experience in Customer Service, preferably in Bank operations.
• 3 years of experience as Team Lead.
• Must have Finance/Cards/Banking experience.
• Experience working in ANZ market is a plus.

Responsibilities

• Supervise and guide a team of customer service representatives.
• Conduct regular team meetings and performance reviews.
• Set daily, weekly, and monthly targets for the team.
• Track and analyze Customer Service metrics and KPIs.
• Prepare performance reports for senior management.
• Identify areas for improvement and implement actions.

Skills

Strong leadership and team management skills

Familiarity with workforce management and scheduling tools

Excellent communication and problem-solving resolution abilities

Education

College Graduate

Job description

A leading technology and consulting firm in Manila is seeking a Customer Service Team Leader to oversee a team of representatives. Responsibilities include mentoring team members, managing performance metrics, and driving customer satisfaction. Candidates must have at least 7 years of Customer Service experience, with a preference for those in banking operations, and relevant leadership experience. The position is onsite in Manila, following AU shifts.