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Team Leader - UK Financial Customer Service (Quezon City) | Onsite at Tasq Staffing Solutions, Inc.

Quezon City, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

09 Sep, 26

Salary

0.0

Posted On

11 Jun, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Team Leadership, Financial Customer Service, Collections Management, KPI Management, Quality Assurance, Agent Coaching, Operational Management, Shrinkage Control, Root Cause Analysis, Banking Domain Knowledge, UK Operations, Customer Satisfaction, First Call Resolution, Compliance Monitoring, Employee Engagement, Oral and Written Communication

Industry

Staffing and Recruiting

Description

Start Date: ASAP Type of Support: Voice Work Arrangement: 100% Onsite ( Quezon City) Nature of the Account: UK Financial Customer Service Shift Schedule | Rest days: Shifting schedules, UK time Educational Requirement: Graduate of Bachelor's Degree Work Experience: Minimum of 2 years of recent work experience in UK operations and team handling At least 2 years as 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: 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. Operational Management & Shrinkage Control: Managing daily attendance, break schedules, and login hours to minimize shrinkage and ensure optimal staffing levels. Employee Retention & Engagement: Managing team morale, reducing attrition, resolving internal conflicts, and fostering a positive work environment.

Responsibilities

Manage team performance and productivity by ensuring SLAs, CSAT, and QA scores are met. Oversee agent development through coaching, quality control, and operational management to minimize shrinkage and attrition.