Team Leader (Mortgage) | Centris, QC

TASQ; Philippines; On-site; PHP 670,000 - 949,000; Full time

Job summary

TASQ is seeking a capable supervisor for its contact center in Centris, QC. The role requires managing operations onsite with a focus on mortgage banking processes and mortgage-related KPIs.

You will lead a team, handle escalations, and coordinate with stakeholders to ensure smooth service delivery in a fast-paced environment.

Qualifications

• Bachelor’s Degree required.
• 2–4 years contact center experience with at least 1 year in a supervisory role.
• At least 1 year of banking experience with mortgage background.
• Knowledge of ALM, KYC, loan origination, fraud, reconciliation and underwriting.
• Excellent written and verbal communication skills.
• Strong leadership, coaching and mentoring abilities.
• Customer service, complaint handling and escalation management experience.
• Strong analytical, problem-solving and decision-making skills.
• Fluent or native speaker of the required language.
• Proficient in MS Office and online tools.
• Ability to meet KPIs, drive action plans and manage stakeholder communications.
• Detail-oriented, adaptable and able to work in a fast-paced environment.
• Strong interpersonal skills with a collaborative and solution-focused mindset.
• Ability to lead teams, handle escalated calls and perform under pressure.

Responsibilities

• Lead teams, handle escalated calls and perform under pressure.
• Drive action plans and manage stakeholder communications.
• Ensure achievement of KPIs and maintain service quality.

Skills

Leadership

Communication

Analytical skills

Customer service

KPI management

Stakeholder management

Attention to detail

Adaptability

Team leadership

Decision making

Education

Bachelor’s Degree

Tools

MS Office

Job description

Work Setup: Onsite

Location: Centris, QC

Qualifications:

• Bachelor’s Degree
• Overall exp 2 to 4 years of contact center experience (on average) with 1-year minimum experience (on average) in a supervisory role.
• At least 1 year of banking experience with mortgage background.
• Must be knowledgeable with - ALM, KYC, loan origination, fraud, reconciliation and underwriting. Property services holistically
• Excellent communication skills (written and verbal)
• Strong leadership, coaching, and mentoring abilities
• Customer service, complaint handling, and escalation management experience
• Strong analytical, problem-solving, and decision-making skills
• Fluent/native speaker of the required language
• Proficient in MS Office and online tools
• Ability to meet KPIs, drive action plans, and manage stakeholder communications
• Detail-oriented, adaptable, and able to work in a fast-paced environment
• Strong interpersonal skills with a collaborative and solution-focused mindset
• Ability to lead teams, handle escalated calls, and perform under pressure