Collections Team Leader

Job Description:

The Team Leader provides World-class support to the call center agents and our clients, customers, as well as consistently driving to exceed performance targets. The Team Leader supports and develops agents by providing and delivering a Best-In-Class level of coaching in areas of call center performance, customer service, technology, and professional development.

Job Title: Collections Team Leader Job Type: Full-time

Supervisor/Manager: Operations Supervisor Main Duties and Responsibilities:



Team Leader Management

• Lead and supervise and team of collection representatives, providing guidance, support, and mentorship to ensure high performance and productivity.

Set clear performance expectations, goals, and targets for team members, and monitor their performance against key performance indicators (KPIs) and metrics.

• Conduct regular performance evaluations, coaching sessions, and training programs to develop team members skills, knowledge, and capabilities.

Debit Collection Management

• Oversee the collection efforts of the team, ensuring compliance with company policies, procedures, and regulatory requirements governing debt collection practices.

Monitor and analyze collection activities, call volumes, and delinquency rates to identify trends, patterns, and opportunities for improvement.

• Provide guidance and support to team members in negotiating payment arrangements, settlements, and repayment plans with delinquent customers.

Customer Interaction and Dispute Resolution.

• Handle escalated customer inquiries, complaints, and disputes related to billing, payment processing, and debt collection, demonstrating empathy, professionalism, and conflict resolution skills.

Coach team members on effective communication techniques, negotiation strategies, and customer service best practices to resolve customer issues and maintain positive relationships.

• Performance Reporting and Analysis

Prepare and analyze reports on team performance, collection results, and KPIs, providing insights and recommendations to management for process improvement and performance optimization.

• Track and report on collection targets, goals, and progress towards meeting departmental objectives, ensuring transparency and accountability in performance management.

Training and Development

• Identify training needs and development opportunities for team members and collaborate with the training department to design and deliver relevant training programs and workshops.

Facilitate on-the-job training, coaching sessions, and skill-building activities to enhance team members competencies in debt collection techniques, compliance requirements, and customer service excellence.

• Stakeholder Engagement

Liaise with internal stakeholders, including management, client services, and quality assurance teams, to align collection strategies, address operational issues, and achieve business objectives.

• Collaborate with external stakeholders, such as clients, vendors, and regulatory authorities, to ensure compliance with contractual obligations, service level agreements (SLAs), and industry regulations.

Continues Improvement and Innovation

• Promote a culture of continuous improvement and innovation within the collection team, encouraging team members to identify and implement process enhancements, automation solutions, and best practices.

Foster a positive and collaborative work environment that values creativity, teamwork, and accountability, driving employee engagement and retention.

• Qualifications:

Should have been with the company for at least 6 months.

Should have at least 85% rating on their scorecards during the last quarter of tenure.

Minimum attendance rate of 90% during the last quarter of tenure

Must be proficient in Microsoft Excel and other Microsoft Office Applications

Must have good communication skills.

Demonstrates good leadership and management skills.

Must have strong analytical skills and should demonstrate process adherence.

Demonstrates fairness and good business judgment.

Must demonstrate effective coaching and training skills.

Proficiency in goal management

• Skills:

Strong interpersonal and presentation skills

Strong organization and project management skills

Dynamic and able to adapt to changes.

Hands-on and able to work across diverse culture.

Experience in the Electricity and Gas industry is an advantage but not required.

Amenable to work on holidays, weekend and shifting schedule.

Professional, Enthusiastic and Customer Service Oriented

Proven time management skills with the ability to multi-task

Strong attention to detail with a high level of accuracy

Proficient in Microsoft Office Products

Excellent verbal and written communication skills

Excellent telephone presentation.

Job Types: Full-time, Permanent

Pay: Php30,

• 00 - Php40,000.00 per month
  
  Benefits:
• Company Christmas gift

Employee discount

• Health insurance

Life insurance

• Opportunities for promotion

Paid training

• Pay raise

Promotion to permanent employee
Schedule:

• 8 hour shift

Day shift

• Monday to Friday

Supplemental Pay:

• 13th month salary

Anniversary bonus

• Commission pay

Overtime pay