Team Lead - Contact Center and Operations (Fintech)

TL;DR

Team Lead - Contact Center and Operations (Fintech): Managing departmental operations for a call center with an accent on SLA maintenance, call pattern forecasting, and team performance. Focus on optimizing operational efficiency, coaching a team of 15-20 employees, and resolving complex escalated customer issues.

Location: Onsite at Vertis North, Quezon City, Philippines

Company

hirify.global is a leading provider of payment technology services.

What you will do

• Manage daily call center operations and oversee workflow efficiency to maintain Service Level Agreements.
• Lead and develop a team of 15-20 employees through coaching, performance management, and hiring.
• Conduct call pattern forecasting and establish procedures and scripts to improve productivity.
• Collaborate with client leadership and account management to calibrate quality and meet contractual requirements.
• Monitor work queues and adjust staffing schedules to effectively manage call volumes.
• Handle escalated customer issues and recommend product or service improvements.

Requirements

• Bachelor’s degree in a relevant field or equivalent work experience.
• At least 3 years of experience in a Team Lead or Supervisor role within a Contact Center or Operations environment.
• Proven ability to manage and develop a team of 15 to 20 employees.
• Strong written and verbal English communication skills.
• Experience with performance management, coaching, and operational KPIs.
• Willingness to work on a shifting schedule and onsite at Vertis North, Quezon City.