Urgent Hiring | Team Leader with Fraud Program Exp | Pasay MOA

• 2-3 years' experience as Team Manager/Supervisor in a BPO Industry.
• With at least 1 year experience as Team Manager/Supervisor supporting Fraud LOB/Campaign.

Essential Duties & Responsibilities:

• Hire the right people, effectively set expectations, identify behaviors and coach employees to be outstanding performers.
• Identify and reinforce positive behaviors through formal and informal reward and recognition.
• Execute corporate, regional and local business imperatives to optimize team results.
• Encourage and develop teamwork among others and themselves.
• Responsible for delivery of customer satisfaction, business results and employee satisfaction to ensure achievement of scorecard and client goals.
• Comply with and ensure compliance of local, state and federal regulations and laws governing business operations, as well as corporate and client policies, procedures and guidelines.
• Effectively communicate corporate and business expectations to all team members.
• Responsible for leading a team of up to 20 employees.
• Responsible for assets under their control.
• Provide supervision to both direct and indirect reports to ensure proper floor coverage and maintain a positive leadership presence at all times: “Manage by Walking Around.”
• Responsible for daily call monitoring to provide feedback and coaching of team members per the quality standards.
• Demonstrate company core values and culture.
• Complete the Customer Services Team Leader Certification Program and incorporate these competencies into all interactions with co-workers, clients, and community contacts.
• Supports the Quality Management Committee in the implementation and monitoring of respective quality programs, improvements and projects.
• Responsible for understanding and complying with all policies, procedures, and regulations relating to job duties.
• Perform other duties as assigned by management.

Knowledge, Skills, Abilities & Other Characteristics:

• Must be able to demonstrate leadership, oral, written, presentation and analytical skills at the supervisory level.
• Proficient personal computer skills including Microsoft Office.
• Excellent interpersonal, written, and oral communication skills.
• Ability to multi-task and meet critical deadlines.
• Ability to identify and promote continuous improvement.