Urgent | Team Leader | Manila

Shift: 9 am to 6PM EST

Requirements:

• 2-4 Years of contact center experince
• Min 2 years of work experience in collection operations and Team Handling
• Grad/Under Grad

Responsibilities:

• Strong experience BPO Collections Operations and Managing SLA, KPIs, and project deliverables 
• Responsible for working directly with team members and customers to ensure customer financial needs are met by providing a best in class customer experience. 
• Performs day-to-day coaching and management of 15-20 team members that receive customer inquiries or issues Works with management and team members to proactively identify, manage, and escalate risks which may impact the business. 
• Monitors interactions to ensure that team members are giving accurate information and following approved practices. 
• Coaches and develops a positive and productive work environment and builds relationships with business partners. 
• Utilizes reporting for business metrics to guide team member coaching and performance management. 
• Resolves routine and some escalated problems and exercises judgment in making override decisions or recommends action to top level management for decisions outside authority level.
• Ensures capabilities and knowledge of team members keeps pace with customer expectations.