Team Lead, Customer Care Center – Service | Sales Background Preferred

Onity Mortgage Corporation – Philippine Branch; Pasay; On-site; PHP 600,000 - 900,000; Full time

Job summary

Onity Mortgage Corporation – Philippine Branch is seeking a Customer Service Team Lead in Metro Manila. The role will manage a 13+ member team, oversee day-to-day operations, and drive productivity, adherence, and staffing efficiency.

Responsibilities include coaching, handling escalations, and analyzing performance trends to meet departmental goals. Strong refinance/sales background and Lean Management expertise are required to guide process improvements and drive results.

Qualifications

• Bachelor’s degree required.
• 3+ years experience leading a team with a track record of meeting goals.
• Detail oriented with ability to organize, prioritize and meet deadlines.
• Proficient in Microsoft Office and able 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 to meet productivity, adherence and staffing requirements.
• Perform routine performance reviews to motivate and achieve goals.
• Handle customer escalations and complaints effectively.
• Analyze daily/weekly/monthly reporting trends for Customer Service.
• Identify process breakdowns and recommend resolutions.
• Coordinate with team members and leaders to drive key initiatives.
• Complete ad‑hoc projects as needed.
• Improve employee satisfaction and reduce attrition.
• Provide timely reports to direct reports.

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 expertisein Lean Management


• Graduate of Bachelor’s Degree


• Minimum of 3 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.