Team Lead Cebu City 1. Managing Daily Operations 2. Managing team of up to 15 resources 3. Team mentoring & coaching individual associates who may fall below desired performance 4. Handle 1st level escalations on process issues that cannot be resolved by agents 5. Monitoring and ensuring closure of daily/weekly and monthly deliverables 6. Managing SLA, Daily Reporting, Agent's leave planning 7. Maintain a strong knowledge of products and services for customers that we are servicing 8. Monitor random calls/cases to improve quality, minimizing errors and track operative performance 9. Continuously contribute towards process improvement 2-4 years of banking operations experience (preferred) must have atleast 2 years experience as a Team Leader in contact center operations in Banking Industry College Graduates/ Undergraduate Good communication skills (R/W/S) English, Voice, Merchant Dispute Attention to details Drive SLA performance for a team of 15 associates Computer Savvy - MS office & Internet Good comprehension skills Willingness to work in shifts People management Client interaction Good to have • Courteous, with strong customer service orientation • Dependable, with proficient attention to detail • Must be goal oriented any Retail banking experience Retail Banking(Card Operations)