Collections Team Leader

Remote Employee BPO has an outstanding opportunity for you!

Work Setup: Work From Office (San Fernando, Pampanga)

Job Summary:

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

• 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

• 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