Team Lead - POS Account

Team Leader – POS Account

Role Summary:

We are looking for an experienced Team Leader to join the Ingenico account. The successful candidate will be responsible for leading a team, driving performance against KPIs and SLAs, managing escalations, and ensuring compliance with client and company processes.

This role requires strong leadership, coaching, problem-solving, communication, and technical support skills, with the ability to quickly learn products and processes and serve as a Subject Matter Expert (SME).

Key Responsibilities

• Lead and motivate the team to achieve KPI, SLA, Quality, and Productivity targets.
• Conduct regular coaching, feedback, and performance reviews.
• Handle customer and technical escalations and act as a Subject Matter Expert (SME).
• Monitor attendance, schedule adherence, and team performance.
• Ensure compliance with client processes, policies, and procedures.
• Collaborate with internal and client stakeholders.

Qualifications & Skills

• At least 3 years of Team Leader experience in a BPO/contact center environment.
• Strong leadership, coaching, communication, and problem-solving skills.
• Experience in Technical Support, Telco, VoIP, Technology, POS, or Payment accounts is a plus.
• Fast learner with strong escalation management and analytical skills.
• Willing to work fully onsite at Mckinley Hill, Taguig.
• Amenable to start ASAP