Team Leader -Financial/Banking Account

Firstsource; Taguig; On-site; PHP 446,000 - 725,000; Full time

Job summary

Firstsource is seeking a Call Center Team Lead in Taguig, Philippines to drive agent performance and service excellence. You will lead a group of customer service agents, provide day-to-day coaching, and ensure adherence to quality standards and goals.

You will monitor KPIs, handle escalated issues, and coordinate with QA, Training, and Workforce Management to support continuous improvement and a superior customer experience.

Qualifications

• High school diploma required; college coursework preferred.
• Minimum 2 years in a supervisor role.
• Strong verbal and written communication.
• Experience handling escalated calls.
• Proficient with MS Office applications.
• Credit card industry knowledge preferred.

Responsibilities

• Lead and support a team of call center agents with daily guidance.
• Provide real-time coaching to meet performance metrics.
• Collaborate with QA, Training, and WFM for continuous improvement.
• Handle escalated calls applying SOPs and policies.
• Provide feedback to client on process improvements.

Skills

Verbal communication

Written communication

Coaching

Escalation handling

Feedback skills

Education

High school diploma

College coursework preferred

Tools

MS Office

Job description

As a Call Center Team Lead, you will play a key role in driving agent performance, ensuring service excellence, and fostering a positive team culture. You will be responsible for leading a group of customer service agents, providing day-to-day coaching, and ensuring adherence to quality standards and operational goals. In this role, you’ll monitor KPIs, assist with escalated customer issues, and serve as a liaison between your team and the client. You’ll collaborate closely with Quality Assurance, Training, and Workforce Management teams to support continuous improvement and deliver an outstanding customer experience. This position is ideal for someone who thrives in a fast-paced environment, enjoys mentoring others, and has a strong understanding of contact center operations.

Responsibilities

• Manage and support a team of call center agents by providing daily guidance, motivation, and accountability to ensure individual and team success.
• Provide real-time agent coaching to ensure they are consistently meeting performance metrics and effectively using soft skills such as active listening and de-escalation to deliver high-quality customer service.
• Collaborate with QA and Training teams to ensure agents are knowledgeable about current policies, procedures, and new implementations—and consistently adhere to them.
• Handle escalated calls and apply SOP expertise to identify solutions that align with both customer needs and company policies.
• Use a deep understanding of SOPs and call trends to provide feedback to the client on potential process improvements or new policy implementations.

Qualifications

• High school diploma; some college coursework or college degree preferred.
• Minimum of 2 years of experience in a supervisor role.
• Excellent verbal and written communication skills.
• Ability to provide clear and constructive feedback.
• Experience handling escalated calls and thinking outside the box to find solutions.
• Proficient in MS Office Applications (Word, Power Point, Excel).
• Strong knowledge of credit card industry preferred.