Team Manager

About the role

The Team Manager will lead a technical support team handling inbound calls for a FinTech client. The role focuses on achieving performance metrics, coaching agents and ensuring high‑quality customer service while working onsite in Silver City, Pasig.

Key responsibilities

• Provide direction and guidance to consistently meet key performance metrics and service level agreements.
• Measure, report and communicate metric goal attainment for the assigned team.
• Coach, mentor and develop agents for skill expansion and promotional opportunities.
• Monitor, identify and resolve performance, behavior and attendance issues using prescribed management techniques.
• Maintain accurate employee records and ensure training needs of subordinates are met.
• Resolve escalated customer issues and hold regular team meetings.

Required profile

• At least 1 year of experience in a related supervisory role, preferably in FinTech within a BPO setting.
• Ability to work onsite in Silver City, Pasig and start immediately.
• Up‑to‑date management skills and understanding of employee motivation.
• Knowledge of key performance indicators and how to drive appropriate behavior.

Required skills

• Strong oral and verbal communication abilities.
• Leadership, coaching and interpersonal skills.
• Analytical, problem‑solving and performance‑management capabilities.
• Team‑player mindset with the ability to motivate and encourage agents.