Team Lead Collections

2 weeks ago


Angeles City, Central Luzon, Philippines COBENN business consultancy Full time

Our client is looking for Team Lead - Collections

Qualifications:

  • One to two years of experience as a Team Leader/Team Manager in a BPO setup with Collections background
  • Be able to work in MS Office
  • Be able to work in a fast-paced environment
  • Be proactive in developing trust and professional rapport with employees and team members; work as a team player
  • Have strong analytical skills; be able to interpret data, identify trends, and make suggestions for improvements
  • Have strong verbal and written communication skills; be able to communicate in a clear, constructive, and professional manner
  • Amenable working onsite in Clark, Pampanga.

Responsibilities:

  • Managing Team Performance: Improve team performance on Customer Experience metrics (Resolution and CSAT) through call listening, behavioral coaching, and setting effective action plans. Address Team level variation through targeted coaching for outliers and involvement on Continuous Improvement activities
  • Accomplish weekly deliverables, such as:
  • Coaching compliance inclusive of RCAs and Action Plans.
  • Weekly Audit requirement and call scrubbings
  • Team attendance infractions insights thru the internal Sutherland attendance tool
  • Provide ideas that can help the client improve their product, business, processes, and/or policies
  • Present Team Performance to Clients on as needed basis
  • Client advocate: Address team attendance and attrition through relationship building and removing barriers that affect People Metrics. Improve employee morale
  • Set up accountability discussions on attendance and performance challenges
  • Report potential red flags on employee retention and partner with Operations Manager on stay interviews
  • Keep employees in the loop for any internal and external updates
  • Have the Team participate in Site and Program employee engagement activities
  • Come up with Team level mini engagement activities to hype morale

Job Type: Full-time

Pay: Php40, Php50,000.00 per month

Schedule:

  • Night shift

Ability to commute/relocate:

  • Angeles, Pampanga: Reliably commute or planning to relocate before starting work (Required)

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