Team Lead - CS Fraud (BGC Taguig) | Onsite

Requirements:

• Minimum 4 years of voice BPO experience in Fraud Contact Center, Fraud & Non-Fraud Investigations
• Required financial/fraud voice background
• Bachelors degree in any course
• A minimum of 3 years in the role of a Team Leader must have handled a team of voice agents
• Amenable to work in shifting schedules.
• Amenable to work onsite (BGC Taguig)
• Able to start ASAP.

General Responsibilities:

Operations Supervision:

• Oversee daily team activities to ensure adherence to the companys code of conduct, SOPs, and operational models.
• Monitor team attendance, schedule adherence, task completion, and service delivery to drive consistency and accountability.
• Serve as the primary communication bridge between management and frontline agents.

Performance Management

• Track, analyze, and manage individual and team performance against defined KPIs (AHT, CSAT, FCR, etc.).
• Provide regular coaching, performance feedback, and structured reviews to team members.
• Identify performance trends and implement action plans to address gaps or underperformance.

People Development & Engagement:

• Mentor, motivate, and groom team members by addressing both skill and will gaps.
• Facilitate learning through process updates, refreshers, and targeted coaching sessions.
• Support career planning and succession development through ongoing talent assessments and upskilling initiatives.

Governance & Client Interaction:

• Conduct internal and external governance reviews to share performance updates and improvement plans.
• Coordinate with operations managers to align on resources, training needs, and support systems for seamless delivery.
• Ensure high levels of service quality and compliance in accordance with contractual obligations.

Process Improvement:

• Promote and implement process improvement ideas using Lean/Six Sigma methodology.
• Collaborate with quality and training functions to close knowledge gaps and drive operational excellence.

General Knowledge & Skills:

• In-depth understanding of the respective LOB (viz., Customer Care, Fraud Contact Center, Fraud & Non-Fraud Investigations, Collections) voice operations.
• Proven ability to manage and coach teams in a BPO setup.
• Strong communication, decision-making, and analytical skills.
• Passion for customer service and team development.

Benefits:

• HMO for Employee and 2 Dependents (On Day 1)
• Quarterly performance bonus
• Outstanding career development opportunities
• 24 Leaves Annually