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Collections Team LeaderRemote Employee PH • San Fernando, Pampanga, Philippines
Collections Team Leader

Collections Team Leader

Remote Employee PH • San Fernando, Pampanga, Philippines
6 days ago
Job type
  • Quick Apply
Job description

Remote Employee BPO has an outstanding opportunity for you!

Role: Collections Team Leader
Compensation: Competitive Basic Salary
Benefits: HMO plus 2 Free Dependents, P1,500 Rice Allowance, Night Differential (If applicable).
Work Schedule: Shifting Schedule
Work Setup: Work From Office (San Fernando, Pampanga)


Job Summary:

We are looking for a results-driven Collections Team Leader to manage and develop a team of first-party collections agents for a Telecom account. The ideal candidate has proven experience leading inbound and outbound first-party collections, a track record of driving save rates and quality scores, and a hands-on coaching style. This role owns the critical nesting-to-production transition — getting newly trained agents to target performance within 2 weeks — and contributes to the continuous improvement of our training and QA programs.



Key Responsibilities:

  • Supervise and manage a team of at least 15 first-party collections agents for the Telecom account
  • Own the nesting-to-production transition: bridge the gap between classroom training and the floor through structured ramp coaching, mock calls, role-plays, and side-by-sides — with a measurable target of bringing new agents to full performance within 2 weeks of training graduation
  • Lead daily inbound and outbound collections operations, focused on save rate, right-party-contact (RPC), quality score, and AHT
  • Conduct call audits against the QA scorecard; deliver feedback that improves agent performance and account compliance
  • Coach and develop agents on payment objection handling, save techniques, compliance, and behavioral improvements
  • Evaluate existing training and onboarding programs; identify gaps and recommend improvements based on observed agent performance and ramp data
  • Send daily production reports to senior leadership with clear narrative on team performance, risks, and corrective actions
  • Adjust team schedules and adapt to changing client requirements, policies, and business needs
  • Implement and enforce company and client policies and procedures


Qualifications

  • 3–5 years leading a collections team, with at least 2 years in first-party collections (inbound and outbound)
  • Experience in telecom, cable, or utilities collections strongly preferred
  • Demonstrated ability to drive save rate, RPC, and quality score improvements
  • Experience auditing calls against a structured QA scorecard
  • Excellent coaching, mentoring, and communication skills
  • Strong leadership, problem-solving, and decision-making skills
  • Comfortable working US-aligned hours


Preferred Skills

  • Data-driven mindset; able to read performance dashboards and translate them into specific coaching action
  • Process-improvement orientation — someone who instinctively asks, Why does the data look like this? and proposes changes
  • BPO experience supporting US clients
  • High adaptability and resilience in a fast-changing operational environment
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Collections Team Leader • San Fernando, Pampanga, Philippines

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