Collections Team Lead (Biñan, Laguna) | Onsite

About this role

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.