Job Title: Team Leader

Account/ Domain/ LOB: B2B Collections
Work set-up: Onsite in Pampanga
Work schedule: Rotational shift
Relevant Experience range: 5- 7years

Job Description

• Oversight on the team and ensuring daily BAU. Manage day to day operations functions of team management and performance delivery.
• Review and resolve issues.
• Meeting KPIs and client defined targets.
• Training and coaching on floor.
• Quality and feedback for team members for driving performance.
• Perform quality evaluations and provide coaching/feedback on performance to team members
• Process Improvement and increasing efficiencies.
• Communication with internal and external stakeholders
• Reporting and analysis on reports and avenues for improvement.
• Work in Collections target orientation environment
• Manage shrinkage & absenteeism; Attritions etc.
• Outlier agent support/management
• Proactively communicates process exceptions & deviations to Manager, and bottlenecks to process stakeholders as required
• Prepare weekly and monthly decks highlighting performance, achievements, areas of improvement and action items to address any gaps

Requirements:

• Must have a Bachelor’s degree with both TOR and Diploma on hand
• 5 to 7 years of experience in Contact Centre & in B2B Collections Environment.
• Experience in a Team Leading role in Collections portfolio for at least 2 years
• With over-all working experience of at least 8 years
• Complete and thorough understanding of B-2-B Collections work modalities and requirement
• Understanding of all Collections KPIs & SLAs performance reports and tools and should be able to implement the same. (Both Collections and Dispute Management)
• Excellent Verbal and Written Communications skills to handle NA region customers.
• Experience in managing the teams and operations in Contact Centre in a Collections operations Environment.
• Work in Collections target orientation environment
• Fair understanding on Quality tools and methodology
• Good communication & Interpersonal skills
• Strong analytical and problem solving skills
• SLA Management, must possess functional and strategic knowledge of domain to manage and add value to the metrices
• Client management and effective delivering on the expectations set by the client on daily and monthly basis.
• Execute specific Collections Leads tasks as assigned by client as part of delivery management/production.
• Strong analytical and Excel skills, including v-lookups and pivot tables
• Should be amenable to start immediately and can work onsite in Taguig
• Must not be a job hopper who only stays for less than a year per company