Team Leader - BPO [Tarlac | Onsite | Nightshift]

We are urgently seeking experienced Team Leaders to lead our real-time chat support operations for banking and card services. If you excel at developing people, enforcing high standards, and driving operational excellence, this role will place you at the center of a fast-moving, high-impact environment.

Key Responsibilities

As a Team Lead, you will be accountable for delivering strong performance, compliance, and customer satisfaction by:

• Leading and managing a real-time chat support team handling sensitive banking and card-related inquiries
• Taking ownership of escalations and resolving complex cases with accuracy and professionalism
• Monitoring KPIs, identifying gaps, and implementing performance-improvement actions
• Staying current on financial regulations, fraud prevention measures, and industry developments
• Ensuring proper workforce planning, staffing alignment, and strict SLA adherence
• Hiring, training, and developing high-caliber support agents to meet operational demands
• Providing leadership with actionable insights, performance reports, and operational recommendations

Qualifications

Success in this role requires:

• 2+ years of supervisory experience in banking, fintech, or financial services
• Solid understanding of banking and card products
• A proven track record of coaching, motivating, and leading teams in high-pressure environments
• Proficiency with chat support tools, case management platforms, and service workflows
• A calm, analytical, and solutions-driven approach to problem-solving
• Bachelor’s degree preferred

• Competitive compensation and comprehensive benefits
• Opportunity to work with top-tier financial institutions
• Strong, supportive leadership and a growth-focused culture
• A role where your decisions directly influence team success and customer outcomes