Team Lead - CS Fraud (BGC Taguig) | Onsite

TASQ Staffing Solutions; Taguig; On-site; PHP 600,000 - 800,000; Full time

Benefits offered by this job

HMO for Employee and 2 Dependents

Quarterly performance bonus

Job summary

A leading staffing company is seeking a Team Lead for their CS Fraud department in Taguig. The successful candidate will have at least 4 years of BPO experience, specifically in fraud investigations, and have managed a team of agents. Responsibilities include overseeing daily operations, managing performance against KPIs, and mentoring team members. This onsite role requires a Bachelor's degree and the ability to work in shifting schedules. Benefits include HMO on Day 1 and quarterly performance bonuses.

Qualifications

• Minimum 4 years of BPO experience in Fraud Contact Center.
• Must have handled a team of voice agents for 3 years.
• Amenable to onsite work in Taguig.
• Minimum 3 years in a Team Leader role with experience managing a team of voice agents.
• Amenable to work in shifting schedules and onsite at BGC Taguig.
• Able to start ASAP.

Responsibilities

• Oversee daily team activities to maintain standards.
• Track team performance against KPIs.
• Mentor team members for skills development.
• Conduct governance reviews and prepare performance updates.
• Implement process improvement using Lean/Six Sigma.

Skills

Voice BPO experience

Fraud investigations

Coaching skills

Analytical skills

Strong communication

Analytical skills

Process improvement

Lean Six Sigma

Education

Bachelor's degree in any course

Job description

About the job Team Lead - CS Fraud (BGC Taguig) | Onsite

Requirements:

• Minimum 4 years of voice BPO experience in Fraud Contact Center, Fraud & Non-Fraud Investigations
• Required financial/fraud voice background
• Bachelors degree in any course
• A minimum of 3 years in the role of a Team Leader must have handled a team of voice agents
• Amenable to work in shifting schedules.
• Amenable to work onsite (BGC Taguig)
• Able to start ASAP.

General Responsibilities:

Operations Supervision:

• Oversee daily team activities to ensure adherence to the companys code of conduct, SOPs, and operational models.
• Monitor team attendance, schedule adherence, task completion, and service delivery to drive consistency and accountability.
• Serve as the primary communication bridge between management and frontline agents.

Performance Management

• Track, analyze, and manage individual and team performance against defined KPIs (AHT, CSAT, FCR, etc.).
• Provide regular coaching, performance feedback, and structured reviews to team members.
• Identify performance trends and implement action plans to address gaps or underperformance.

People Development & Engagement:

• Mentor, motivate, and groom team members by addressing both skill and will gaps.
• Facilitate learning through process updates, refreshers, and targeted coaching sessions.
• Support career planning and succession development through ongoing talent assessments and upskilling initiatives.

Governance & Client Interaction:

• Conduct internal and external governance reviews to share performance updates and improvement plans.
• Coordinate with operations managers to align on resources, training needs, and support systems for seamless delivery.
• Ensure high levels of service quality and compliance in accordance with contractual obligations.

Process Improvement:

• Promote and implement process improvement ideas using Lean/Six Sigma methodology.
• Collaborate with quality and training functions to close knowledge gaps and drive operational excellence.

General Knowledge & Skills:

• In-depth understanding of the respective LOB (viz., Customer Care, Fraud Contact Center, Fraud & Non-Fraud Investigations, Collections) voice operations.
• Proven ability to manage and coach teams in a BPO setup.
• Strong communication, decision-making, and analytical skills.
• Passion for customer service and team development.
• HMO for Employee and 2 Dependents (On Day 1)
• Quarterly performance bonus