Team Lead - Customer Contact Center (FinTech)

Michael Page


Date: 2 weeks ago
City: Makati City
Contract type: Full time
  • Lead a high-performing customer service team
  • Drive operational excellence and team culture


About Our Client

A global technology-driven organization providing financial services and digital solutions. With a strong presence in Southeast Asia, the company is expanding its customer support operations in the Philippines to deliver world-class service across multiple channels.

Job Description

  • Monitor and drive team performance and personal productivity
  • Manage communication queues (email, phone, chat) and SLA adherence
  • Oversee agent scheduling, breaks, and attendance
  • Submit daily, weekly, and monthly performance reports
  • Conduct team huddles and internal audits
  • Enforce company policies and security standards
  • Act as first point of escalation for operational issues
  • Foster open communication and team professionalism
  • Collaborate with cross-functional teams and may travel to HQ


The Successful Applicant

  • Bachelor's degree preferred or equivalent experience
  • 3+ years in customer service, ideally in Financial Services, FinTech, IT, Telecom, Banking, or Insurance
  • 2+ years in a supervisory or team lead role
  • Strong communication, analytical, and reporting skills
  • Proficient in Microsoft Office; experience with CRM and ticketing systems a plus
  • Detail-oriented, empathetic, and able to work autonomously
  • Strong leadership and interpersonal skills


What's on Offer

  • Medical insurance (including company-paid dependents)
  • Paid vacation leave
  • Christmas gift
  • Employee achievement awards


Contact: Nikole Pasilan

Quote job ref: JN-112025-6873494

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