We are seeking a seasoned Customer Service Team Leader with a strong background in banking/cards and B2C collections. The ideal candidate will lead a team of customer service representatives, ensuring high-quality service delivery and compliance with client standards. This role requires excellent leadership, communication, and analytical skills, along with a solid understanding of financial services.

Key Responsibilities:

• Supervise and coach a team of CSRs handling banking/card inquiries
• Monitor performance metrics and ensure SLA compliance
• Handle escalations and complex customer concerns
• Collaborate with QA and training teams for continuous improvement
• Prepare reports and provide feedback to management
• Uphold data privacy and compliance standards

Qualifications:

• Minimum 2+ years of customer service experience in banking/cards
• Experience in collections (B2C/retail) is highly preferred
• Must have international voiced BPO experience
• Strong leadership, coaching, and conflict-resolution skills
• Excellent English communication skills

Shortlisting Preferences:

• No more than 2 jobs in the last 4 years
• Stable employment history for candidates with 2+ years of experience
• No pending overseas job applications
• Must reside within 2.5 hours travel time to the site
• Available to start ASAP