Collections Team Lead (Biñan, Laguna) | Onsite

Work Setup: Onsite (Biñan, Laguna)

Work Schedule: Night shift schedule, Shifting, No fixed weekends off

Start Date: ASAP

Qualifications:

• Finished at least 2 years in college w/o back subjects
• At least 2 years of experience in a BPO industry supervisory role for an outbound collections or blended (inbound/outbound and/or email) account

Required Experience:

• Experience managing a team of 15 to 20 associates
• Demonstrated skills in coaching, performance management, decision-making, delivering impactful results, and conducting effective interviews.
• Outstanding verbal and written communication abilities that connect and inspire.
• Availability to work a flexible schedule, including nights, weekends, and holidays, to meet dynamic business needs.
• Tech-savvy with proficiency in email, MS Word, Excel, and key service systems to ensure seamless operations.

Duties and Responsibilities:

• Lead the day-to-day operations of a dynamic centralized collection team, consisting of 15-25 collectors, managing accounts from early to late-stage delinquency.
• Empower and inspire your team to consistently meet and exceed KPIs, drive revenue growth, maintain quality, ensure compliance, and uphold both client and company standards.
• Provide impactful coaching and training through remote or side-by-side call monitoring, delivering constructive feedback that fosters continuous improvement.
• Steer team performance focused on exceptional Customer Experience by closely monitoring calls, tracking Net Promoter Scores, and enforcing Quality Assurance standards.
• Keep a keen eye on staffing levels and actively collaborate with Operations leadership to swiftly address any emerging trends or challenges.
• Join us on client site visits and take on exciting responsibilities assigned by the Operations Manager or Director, contributing to our dynamic team environment.