Team Manager - Financial

V-Call Center Link Inc.; Quezon City; On-site; PHP 390,600 - 558,000; Full time

Job summary

A prominent call center company in Quezon City seeks a Team Manager to lead and manage agents, ensuring excellence in customer service for BFS products. The ideal candidate has at least 2 years of BPO experience, including 1 year with US BFS accounts. Strong leadership and KPI monitoring skills are essential for success in this role.

Qualifications

• Minimum 2 years of total BPO/Call Center experience.
• At least 1 year of experience handling US BFS accounts.
• Relevant BFS experience must be within the last 3 years.

Responsibilities

• Leading and managing a team of agents.
• Ensuring operational excellence in customer service.
• Monitoring KPIs and implementing action plans.

Skills

Team leadership

Coaching

Performance metrics

Customer service knowledge

KPI monitoring

Education

Bachelor's degree

Job description

Overview

On-site - Quezon City 1-3 Yrs Exp Bachelor Full-time

Job Description

As a Team Manager, you will be responsible for:

• Leading, coaching, and managing a team of agents to meet or exceed performance metrics.
• Ensuring operational excellence in customer service or collections for BFS products such as ATM/Debit Cards, Credit Cards, Loans, Bank Accounts, Buy Now Pay Later (BNPL), etc.
• Monitoring KPIs and implementing action plans to improve productivity and service quality.
• Supporting steady-state operations (not for new program launches).
• Maintaining client satisfaction and adherence to service level agreements (SLAs).
• Minimum 2 years of total BPO/Call Center experience
• At least 1 year of experience handling US BFS (Voice, B2C) accounts (Customer Service or Collections related to ATM/Debit Cards, Credit Cards, Loans, etc.)
• Relevant BFS experience must be within the last 3 years

Working Location

Quezon City, Philippines – On-site

Notes

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