Financial Team Lead / Supervisor (BOG)

Position Summary:

The ideal candidate must have previous hands-on experience with process improvement and project management, advanced English, experience managing multiple channels, including chat and phone calls, and must also be well-versed in back office and data entry. 

We also need someone with experience with CRMs, customer service technologies, and cloud-hosted telephony.

To apply for this position, you should have at least 3 years of experience as a Supervisor, Team Lead, or equivalent in the BPO industry within a financial campaign. Proficiency in English is crucial for success in this role. 

Responsibilities:

• Lead and supervise a team of customer service or support agents to meet performance metrics (KPIs/SLAs).
• Provide coaching, mentoring, and real-time feedback to improve individual and team performance.
• Conduct regular performance reviews, one-on-one sessions, and team meetings to promote open communication and growth.
• Monitor daily operations and ensure service levels are met or exceeded.
• Handle escalations, resolve operational issues, and ensure smooth day-to-day workflow.
• Identify opportunities for improvement and actively participate in implementing process enhancements.
• Ensure adherence to company policies, procedures, and compliance requirements.
• Adapt to business needs by being flexible with responsibilities and willing to take on additional tasks as required.

Required Skills/Abilities:

• Excellent (near-native) English is a requirement for this job
• Previous experience working with financial institutions is required.
• Strong coaching, people management, and communication skills.
• Proven ability to drive performance and motivate a team in a fast-paced environment.
• Proactive, reliable, and eager to learn new systems and processes.
• Ability to handle pressure, manage time effectively, and make sound decisions
• Comfortable working on a night shift and adjusting to operational demands.
• Tech-savvy and advanced proficiency in G-Suite/MS Office
• Strong work ethic and a talent for bringing out the best in others
• Passionate about sharing knowledge and helping others

Education and Experience:

• 3+ years as a Supervisor/Team Lead, in the BPO or equivalent in a financial environment.
• Senior college student or bachelor's degree in Business Administration or relevant fields.