Team Leader – Service Fulfillment Team - Muntinlupa

Lead and manage a team of debt negotiators, underwriters, and account reconciliation agents to achieve performance targets, ensure operational excellence, and maintain high levels of customer satisfaction. The Ideal candidate brings strong leadership skills, very analytical and able to manage multiple sets of data, and hands-on collections experience (preferably from a local collections agency).

Key Responsibilities:

1. Team Leadership & Performance Management

• Coach, mentor, and motivate a team of 10–15 agents to exceed KPIs.
• Conduct daily/weekly huddles to review targets, monitor quality, and share best practices.
• Perform call monitoring, scorecards, and feedback sessions to continuously improve agent skills.

1. Training & Development

• Design and deliver new tactics on collections, compliance, and effective negotiation.
• Support new hires through onboarding, mentoring, and quality assurance.

1. Reporting & Analytics

• Analyze team performance by reviewing metrics and make decisions based on data to improve performance.
• Generate daily, weekly, and monthly reports for senior management, including actionable insights.

1. Process Optimization & Compliance

• Identify bottlenecks in the workflow and recommend process enhancements.
• Ensure strict adherence to regulatory and internal policy guidelines (e.g. data privacy, debt collection practices, etc.).

1. Customer & Stakeholder Engagement

• Resolve escalated customer disputes efficiently and diplomatically.
• Serve as liaison between creditors, third-party agencies, and operational teams for performance reviews, feedback, and process updates.

1. Operational Excellence

• Help plan and manage shift schedules, attendance, and resource allocation.
• Support continuous improvement initiatives and projects within operations.

Qualifications:

• Minimum 3–5 years of experience in collections, preferably from PH local collections agencies
• At least 1-2 years in a leadership or supervisory role within the collections industry

• Strong leadership and team-building capabilities.
• Excellent negotiation, communication, and interpersonal skills.
• Analytical proficiency with Excel and familiarity CRM tools.
• Solid understanding of debt collection regulations.
• Ability to perform under pressure and manage escalations calmly.