2 дня назад
Team Manager – Banking and Financial
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Team Manager – Banking and Financial (Collections): Managing a banking and financial collections team in an onsite environment, improving customer experience metrics and employee performance with an accent on coaching, call quality, attendance, and retention. Focus on analyzing team-level trends, creating action plans, supporting continuous improvement, and presenting performance results to clients.
Location: Angeles, Philippines; onsite work in Clark
Employment type: Full-time
Company
Outsourcing services provider supporting banking and financial services campaigns, including collections.
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-plan development.
- Complete weekly coaching compliance, audits, call scrubbings, and attendance insights.
- Identify opportunities to improve client products, processes, policies, and business results.
- Present team performance to clients and collaborate with the Operations Manager on retention initiatives.
- Improve morale through accountability discussions, employee communication, and engagement activities.
Requirements
- At least two years of Team Leader experience supporting banking and financial services campaigns, specifically collections.
- Ability to work with MS Office in a fast-paced environment.
- Strong analytical skills, including interpreting data, identifying trends, and suggesting improvements.
- Strong verbal and written communication skills with a clear, constructive, and professional approach.
- Ability to build trust and professional rapport with employees and work collaboratively.
- Amenable to working onsite in Clark.
Culture & Benefits
- Supportive environment focused on professional growth and career development.
- Employee engagement activities at the site and program levels.
- Confidential handling of employee information under EEO guidelines.
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