Team Lead

Job Role & Responsibilities

· Manage Team consisting of 12-20 residential mortgage resources from loan servicing

· Monitor and send daily production emails with quality/production tips, current production challenges, plans to maintain Service Level Agreements, etc

· Motivate and lead the team to success using recognition, team-building activities, and positive reinforcement set and manage production and quality expectations

· Pipeline Management to ensure SLA metrics are met each day

· Communicate and interact with the other managers, as well as the Quality Review and Performance

· Handle team members One-on-One coaching sessions to identify and track improvement, hold daily/weekly huddles to discuss results from previous days, changes, etc

· Function as a SME and lend assistance for questions and scenarios, ensure trends are provided to Unit Manager for the implementation of job aids, training tool updates, etc

· Develop and implement a timeline to achieve targets

· Train team members to maximize their potential

· Empower team members with skills to improve their confidence, product knowledge, and communication skills

· Conduct monthly performance reviews

· Contribute to the growth of the company through a successful team

Qualifications & Experience

· Post-Secondary Education or completion of post-secondary degree with a major in Business

· Excellent written and oral communication skills

· 1-2 years of experience in a contact center and/or customer service industry, with at least 1 year in a Team Lead/Supervisory role

· Experience in US Mortgage Default Servicing or Performing Servicing (preferred but not required), Banking/Lending, Finance, or Insurance

· Good exposure to MS Office (Excel and PPT)

Confidence and skillful negotiating skills

Benefits

· Paid Training

· Competitive Base Pay

· Miscellaneous Allowance Paid Time Off

· Paid Holidays

· HMO Benefits

· Group Life Insurance

· Employee Referral Bonus

· Excellent Growth and Advancement Opportunities

Job Type: Full-time

Pay: Php32,000.00 - Php45,000.00 per month

Benefits:

• Health insurance

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Cebu City, Cebu: Reliably commute or planning to relocate before starting work (Required)