Team Leader -Financial/Banking Account

Firstsource; Taguig; Vor Ort; PHP 558.000 - 837.000; Vollzeit

Zusammenfassung

Firstsource in the Philippines is seeking a Call Center Team Lead to drive agent performance, coach daily, and uphold quality standards in a fast‑paced environment. You will mentor agents, monitor KPIs, handle escalations, and collaborate with QA, Training, and Workforce Management to deliver outstanding customer service.

You thrive in a dynamic setting, foster a positive team culture, and guide your group toward continuous improvement and optimal customer experiences.

Qualifikationen

• 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, PowerPoint, Excel).
• Strong knowledge of credit card industry preferred.

Aufgaben

• 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.

Kenntnisse

Verbal and written communication

Constructive feedback

Escalated calls handling

Team supervision

MS Office proficiency

Ausbildung

High school diploma; some college coursework or college degree preferred

Tools

MS Office (Word, PowerPoint, Excel)

Jobbeschreibung

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.