Team Lead - Financial CS BPO - Taguig (August 18, 2025 start of work)

TASQ is looking for three team leads who can start working on August 18, 2025, in BGC, Taguig.

* We will only process candidates that can start by Monday, August 18, 2025 only
* Candidates should be living within the 15 km radius of BGC.

General Knowledge & Skills:

• Knowledge of Customer care operations
• Experience in managing teams
• Able to coach, mentor, motivate and interact with people
• Excellent verbal and written communications
• Strong decision-making and analytical ability
• Demonstrate patience, passion for problem solving, ability to use knowledge bases and tools

Key requirements:

• Minimum experience of 4 years with customer service in the BPO/BPM industry
• Bachelor's degree in any course or equivalent experience
• A minimum of 3 years in the role of a team leader is required. MUST HAVE HANDLED A TEAM OF AGENTS DOING VOICE OR INBOUND CALLS.
• Willingness to work in rotational shifts
• Amenable to working in shifting schedules.
• Amenable to working ONSITE (TAGUIG).
• Able to start ASAP

Job Responsibilities:

• Effectively manage teams including tasks such as resource planning, career planning, performance management, attrition management, etc.
• Coach and help develop team members; help bridge knowledge gaps and overcome skill and will issues
• Handle User/customer escalations and formulate actions to resolve any concerns and ownership till resolution
• Regularly formulate and execute internal and external governance
• Effectively handle client escalations and formulate actions to resolve any concerns
• Work with the operations managers to obtain necessary resources like training and support for the teams' requirements.
• Conduct quality assessment of agents' performance and formulate trends for performance improvement of agents & teams
• Ensure that the team members have the necessary knowledge and training to effectively deliver on their targets
• Familiarize the team with the latest process update and changes, team and individual targets
• Identify process improvement ideas and mentor team members on implementing improvement ideas/Six sigma/lean projects