Job Title: Team Lead

Industry: Financial/Cryptocurrency

Type of Support: Voice and Non-Voice

Work Setup: Onsite (17th Floor, Central Bloc, Cebu IT Park)

Work Shift: Shifting

Salary: Up to 44K Package

Start Date: ASAP

Headcount: 10

Job Summary:

We are seeking an experienced Team Lead to oversee a team of customer support representatives in the financial and cryptocurrency industry. The ideal candidate will have a strong background in managing teams, preferably in banking operations, and will be responsible for ensuring high-quality service delivery through voice and non-voice support channels.

Key Responsibilities:

- Supervise, mentor, and support a team of customer support representatives.
- Monitor team performance, ensuring that key performance indicators (KPIs) and service level agreements (SLAs) are met.
- Conduct regular coaching, feedback sessions, and performance evaluations.
- Assist in resolving escalated customer inquiries and complex issues.




- Collaborate with the operations and training teams to ensure process adherence and continuous improvement.
- Develop strategies to enhance team productivity, customer satisfaction, and efficiency.
- Maintain accurate reports on team performance, attendance, and other operational metrics.
- Ensure compliance with company policies and industry regulations.
- Participate in recruitment and onboarding processes for new team members.

Qualifications:

- 2 to 4 years of relevant experience as a Team Lead.
- Background in banking operations is preferred.
- Educational qualification: High School Diploma, Undergraduate, or Bachelor's Degree.
- Strong leadership, communication, and problem-solving skills.
- Experience in handling voice and non-voice support operations.
- Ability to work in a shifting schedule.

Qualified Candidates should send CV to [email protected]

Working Place:

17th Floor, Central Bloc, Cebu IT Park

📌 Team Lead (Italia)
🏢 PEO Consulting
📍 Italia