Team Lead Customer Care Center Service

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

Job Description:

JOB FUNCTION AND RESPONSIBILITIES:

• Manage team of 13 or more team members, ensure departmental goals and standards are achieved.
• Effectively lead the 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
• Successfully handle customer escalations and complaints
• Analyze daily, weekly and monthly reporting trends that relate to Customer Service
• Identify process breakdowns and recommend suggested resolutions
• Ability to prioritize assigned task
• Ability to communicate/educate staff with policies and procedures
• Achieve and/or Exceed Productivity/Quality Goal set by Department
• Manage and Execute action plans set forth to help achieve/exceed Departmental Goals
• Ability to coordinate/collaborate with team members, peers and leaders to initiate, manage and execute key initiatives to help achieve Departmental Goals
• Complete ad-hoc projects when necessary
• Improve employee satisfaction and reduce attrition
• Supply timely report to direct reports

QUALIFICATION:

• Strong background in refinance and sales
• Strong expertise in Lean Management
• Graduate of Bachelor’s Degree
• Minimum of 2 years experience leading a team with strong track record of meeting or exceeding performance goals
• Must be detailed oriented and have the ability to organize and prioritize work and meet strict deadlines
• Must be and an efficient communicator and problem solver with excellent written and verbal communication skills
• Proficient with Microsoft Application and have the ability to learn software applications.

WORK SCHEDULE OR TRAVEL REQUIREMENTS:

Night Shift/ Scheduled shift changes as a result of business needs (employee must be flexible)

Requirements: