Deskripsi Pekerjaan
IBEX Global Solutions is seeking an experienced, high-impact Team Leader to oversee a pioneer FinTech program in Pasig City. In this role, you will be instrumental in launching and shaping operations for a next-generation financial services account. You will lead, mentor, and motivate a team of customer service specialists to deliver exceptional service levels while maintaining strict compliance with financial standards.
As a frontline leader, you are responsible for day-to-day operations, performance tracking, coaching, and escalation handling. You will collaborate directly with operations managers and client stakeholders to establish best practices, improve key performance indicators (KPIs), and foster an engaging, performance-driven team culture. If you have proven leadership experience in the BPO sector and thrive in dynamic, fast-paced financial technology environments, apply today to build your career with IBEX.
Tanggung Jawab
- Lead, mentor, and manage a team of FinTech customer support professionals to achieve daily, weekly, and monthly targets.
- Monitor operational metrics including CSAT, First Contact Resolution (FCR), Average Handling Time (AHT), and SLA compliance.
- Conduct regular 1-on-1 coaching sessions, call evaluations, and performance reviews to foster continuous agent development.
- Handle complex customer escalations regarding financial transactions, account security, and service issues with speed and precision.
- Partner with Workforce Management to ensure optimal floor attendance, schedule adherence, and shrinkage control.
- Identify process bottlenecks and implement operational improvements to enhance overall program efficiency.
Kualifikasi
- Minimum of 1 to 2 years of experience as a Team Leader or Supervisor in a BPO environment.
- Background supporting FinTech, banking, payments, or financial services accounts is strongly preferred.
- Demonstrated track record of meeting and exceeding operational KPIs and team quality targets.
- Strong problem-solving, root-cause analysis, and conflict resolution capabilities.
- Excellent verbal and written English communication skills.
- Amenable to working on-site in Pasig City on shifting schedules, including weekends and night shifts.