Operations Team Leader (BPO) - Financial/Mortgage

Job Expectations:

• Position Type: Experienced – Lead/Supervisor
• Employment Type: Full-Time, Permanent (Direct Hire)
• Work Setup & Location: Onsite - Lahug, Cebu City
• Work Schedule: Weekdays, Night Shift (US)
• Industry: BPO & Financial Services

About the Job:

We are looking for an Operations Team Lead - Financial/Mortgage Account to join our client's team and oversee daily operations while ensuring the team meets its performance targets. You will monitor KPIs, maintain service quality, ensure accuracy in billing and financial processes, and handle escalations. You will also coach team members, conduct performance reviews, coordinate with other teams, and help improve workflows and operational efficiency.

Qualifications:

• Bachelor's degree graduate preferred but not required.
• 3+ years of BPO or call center experience, including 2 years in a Team Lead or Supervisory role.
• Experience in billing processes, banking, lending, finance, insurance, or US mortgage servicing is an advantage.
• Proficient in MS Office applications, particularly Excel and PowerPoint.
• Excellent interpersonal and English communication (written and verbal) skills.
• Strong leadership, coaching, negotiation, problem-solving, and decision-making skills.
• Willing to work onsite in Cebu and on a night shift schedule.
• Can start immediately, if possible.