Team Leader (Financial Account)

Location: Onsite in Clark, Pampanga, Philippines

Company

hirify.global provides digital engineering, artificial intelligence, automation, cloud engineering, advanced analytics, and business process services for global brands.

What you will do

• Manage team performance against customer experience metrics, including resolution and CSAT, through call listening, behavioral coaching, root-cause analysis, and action plans.
• Complete weekly coaching compliance, audit, call-scrubbing, and attendance-insight deliverables using internal hirify.global tools.
• Identify team-level performance variation, coach outliers, and participate in continuous improvement activities.
• Suggest improvements to the client's products, business processes, and policies, and present team performance to clients as needed.
• Address attendance, attrition, morale, and retention challenges through accountability discussions, relationship building, stay interviews, and employee updates.
• Organize team-level engagement activities and support site and program employee engagement initiatives.

Requirements

• At least 2 years of experience as a Team Leader or Team Manager in a BPO setup, preferably with a banking or financial background.
• Ability to work with MS Office.
• Ability to work in a fast-paced environment.
• Proactive approach to developing trust and professional rapport with employees and team members, with a team-player mindset.
• Strong analytical skills, including interpreting data, identifying trends, and suggesting improvements.
• Strong verbal and written communication skills, with the ability to communicate clearly, constructively, and professionally.
• Amenable to working onsite in Clark, Pampanga.

Culture & Benefits

• Full-time onsite position in Clark, Pampanga.
• Opportunity to contribute to employee engagement, morale, and continuous improvement initiatives.