Team Lead - CSR (Alabang)
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Are you ready to make an impact? We are hiring for a Customer Service Team Leader (Financial Campaign) in Alabang.
Join Infosys BPM Philippines and jumpstart your career!
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