Team Leader (Banking and Financial Account)

Location: Clark Freeport, Pampanga, Philippines

Company

hirify.global provides AI, 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.
• Conduct call listening, behavioral coaching, root-cause analysis, and action planning.
• Complete weekly coaching compliance, audit, call-scrubbing, and attendance-insight deliverables.
• Identify opportunities to improve the client’s products, processes, policies, and business outcomes.
• Present team performance results to clients as needed.
• Address attendance, attrition, morale, and employee engagement through accountability discussions and targeted activities.

Requirements

• At least 2 years of experience as a Team Leader or Team Manager in a BPO environment.
• Background in banking and financial services.
• Ability to use Microsoft Office and work in a fast-paced environment.
• Strong analytical skills, including data interpretation, trend identification, and improvement recommendations.
• Strong verbal and written communication skills.
• Ability to build trust, maintain professional rapport, and work collaboratively.

Culture & Benefits

• Full-time employment.
• Participation in site and program employee engagement activities.
• Opportunities to develop team-level initiatives that improve employee morale.
• Confidential handling of candidate information under EEO guidelines.