Team Leader

Security Bank Corporation; Makati; On-site; PHP 600,000 - 900,000; Full time

Job summary

Security Bank Corporation is seeking a Team Leader (Contact Center) to supervise Better Banking Specialists and ensure high-quality customer service. The role involves managing daily operations, coaching staff, and handling escalations to maintain service levels.

The ideal candidate has at least 3 years in a Team Lead role within a BPO, a bachelor’s degree, and strong leadership, planning, and communication skills. On-site work in Makati is required.

Qualifications

• 3+ years of experience as a Team Lead in a BPO setting.
• Bachelor's degree in any field.
• Knowledge of bank products and services; strong leadership and people management.

Responsibilities

• Prepare daily reports using MIS data and identify root causes when goals aren’t met.
• Handle escalations and perform outbound calls, emails or SMS to resolve customer concerns.
• Convey feedback to operations, quality and training to improve processes and customer satisfaction.
• Oversee day-to-day team operations including shift assignments, attendance and performance to meet service levels.
• Conduct coaching on metrics such as AHT, quality review and score sheets to drive performance.

Skills

Leadership

Communication

Planning

Coordination

Education

Bachelor's degree (any field)

Job description

As a Team Leader (Contact Center), you will be directly supervising and accountable for the overall quality of Better Banking Specialists assigned under your team. You will also be responsible for supporting The Center’s objective of providing quality service to customers particularly through a robust and effective inbound customer service & contact desk.

How you'll contribute

• Prepare daily reports using available data and reports from MIS and determine the root cause as to why goals are not achieved
• Handles escalations and performs outbound calls, email or SMS for customer concerns that require immediate attention and feedback to ensure resolution and customer satisfaction
• Conveys feedback to operations, quality and training department based on the process and guidelines that need improvement to ensure customer satisfaction
• Manages and oversees team's day-to-day operations shift assignments, schedules, attendance, and performance of better banking specialists based on the existing CCG guidelines and tools to ensure that service level is achieved daily
• Conducts coaching with better banking specialists based on but not limited to call barging, AHT, quality review and score sheet daily, weekly and monthly to achieve performance goal

What we’re looking for

• With at least 3 years of relevant experience as a Team Lead in any BPO setup
• With bachelor's / college degree open to any field of study
• Knowledge of bank products and services and team management
• Effective leadership, planning, and organization skills
• Able to communicate effectively with all levels of the organization and external customers.
• With strong communication and coordination skills, assertive, detail, and results oriented.
• Willing to work on premise in Makati Head Office

About Security Bank

Security Bank is one of the Philippines’ best capitalized private domestic universal banks. Established in 1951 and publicly listed with the Philippine Stock Exchange (PSE:SECB) in 1995, our major businesses cover retail, corporate, commercial, and business (MSME) banking.

We’re recognized as an Employer of Choice in Philippine banking by various award-giving bodies for our values-based culture, industry-leading engagement and benefits, and commitment to work-life balance.

Most recently, we ranked as the #2 best employer in the Philippines and #54 globally on the prestigious Forbes’ World’s Best Employers 2023 list.

At Security Bank, our approach to Human Capital Management (HCM) is embodied by our Employee Value Proposition (EVP): “YOU matter.”

Start your BetterBanking career with us today.