Collections Team Lead

The Team Leader delivers top-tier support to call center agents and clients while driving strong performance. They develop agents through effective coaching in customer service, call handling, technology, and professional growth. Experience as a Team Leader in collections and sales is required.

Key Responsibilities

Supervise 15–20 agents across sites.

Coach agents through call monitoring and feedback to maintain high customer service standards.

Communicate openly, build trust, and provide accurate information.

Stay updated on products and procedures.

Motivate the team, resolve customer issues, and ensure first-call resolution.

Handle complaints, follow up, and ensure closure.

Identify inquiry trends and provide reports to management.

Meet call center performance and quality metrics.

Ensure agents have proper tools and equipment.

Manage inbound / outbound calls, including overdue account collection calls.

Review customer accounts, recommend process improvements, and support continuous improvement.

Negotiate payment or service solutions and provide personalized customer service.

Perform ad hoc tasks as needed.

Qualifications & Skills

At least 2nd-year college level.

Proven Team Leader experience in collections and sales.

5+ years of supervisory or customer service experience.

Preferably familiar with the Electricity / Gas industry (optional).

Strong communication, leadership, organization, and project management skills.

Adaptable, detail-oriented, customer-focused, and able to work flexible schedules.

Proficient in Microsoft Office with strong verbal and written communication skills.