Customer Service Team Lead (Financial Campaign)

Are you ready to make an impact? We are hiring for a Customer Service Team Leader (Financial Campaign) in Alabang

Key Responsibilities:

· Effectively manage a team of associates 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.

· Conducts competency-based interviewing when hiring resources.

· Fosters teamwork and collaboration with peers and the broader leadership team

· Raises standard in alignment with business goals by demonstrating strong operational awareness.

· Demonstrates initiative to ensure continuous focus on improving departmental and corporate processes, procedures, workflows, and work environment.

· Leads team through changes - Familiarize the team with the latest process update and changes.

· Own all customer escalations and complaints.

· General Skills (Communication and Soft Skills)

- Excellent oral and written communication skills

- Excellent analytical and problem-solving skills

- Ability to present oneself as positive, polite, and professional

· Technical Skills

- Experience in managing financial account or relevant field

- Effectively handle client escalations and formulate actions to resolve any concerns.

- Technical functional knowledge – advanced technology savviness and adept in adapting to any changes in tools and processes.

Qualifications:

· Bachelor's degree graduate, any field.

· Minimum of 3 years team lead experience from a BPO environment

· Strong customer service experience from voice accounts

· Amenable to work on night shift

· Amenable to work on ONSITE set up.

· Ability to work quickly and independently with attention to detail and the ability to meet deadlines.

· Strong leadership, organizational and interpersonal skills

Why Infosys BPM Philippines:

• Quarterly Performance Bonus
• 24 Leaves annually
• Competitive HMO and Life Insurance for the employee and 2 eligible dependents upon hire
• Outstanding career development opportunities and fast track career progression
• Enjoy a fair work-life balance.
• Learning and Development Trainings
• We value Inclusion and Diversity
• Great place to work certified.