Team Leader - UK Financial Customer Service (Centris, QC)

Philippines·Quezon CityFull-timelead

OtherCustomer Service

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Quick Summary

Key Responsibilities

Team Performance & Productivity (KPIs): Ensuring the team meets service level agreements (SLAs), Average Handle Time (AHT), Customer Satisfaction (CSAT) scores, First Call Resolution (FCR),

Technical Tools

OtherCustomer Service

Requirements

~1 min read

Graduate of Bachelor's Degree

Graduate of Bachelor's Degree
Minimum of 2 years of work experience in banking operations and Team Handling UK/US
2 to 4 years Team Lead experience under a financial (banking) account, with focus on mortgage, auto/motor financing, collections, fraud, underwriting, payouts, or related areas.
Sound Knowledge about banking domain and understanding of the process and bucket flows
Experience in collections team management and familiar with the data and reports pertaining to collections
Understanding of banking terminologies, guidelines and laws.
Excellent oral and written communication and listening skills

Responsibilities

~1 min read

→Team Performance & Productivity (KPIs): Ensuring the team meets service level agreements (SLAs), Average Handle Time (AHT), Customer Satisfaction (CSAT) scores, First Call Resolution (FCR), and Quality Assurance (QA) scores.
→Quality Control & Compliance: Monitoring call/chat quality, providing feedback, conducting root cause analysis (RCA) on errors, and ensuring adherence to compliance and security policies
→Agent Coaching & Development: Conducting regular one-on-one sessions, training, mentoring, and developing action plans to improve underperformers.