Team Lead - Customer Contact Center (FinTech)
Michael Page
Date: 6 hours ago
City: Makati City
Contract type: Full time
- Lead a high-performing customer service team
- Drive operational excellence and team culture
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
- 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
- Medical insurance (including company-paid dependents)
- Paid vacation leave
- Christmas gift
- Employee achievement awards
Quote job ref: JN-112025-6873494
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