Collections Team Lead
4 weeks ago
Overview Job Title: Collections Team Lead (Voice) Work Setup: Onsite | Full-time Department: Operations – Collections Company: eClerx Manila eClerx is a global leader in business process management, analytics, and digital transformation. We partner with Fortune 500 companies across financial services, digital, media, retail, and technology sectors to deliver operational excellence and business efficiency. Our Collections team ensures timely recovery of outstanding balances while maintaining strong client relationships and exceptional service delivery. Role Overview The Collections Team Lead (Voice) is responsible for managing a team of collections associates handling outbound and inbound calls. This role involves overseeing day-to-day collection operations, driving performance against targets, ensuring compliance with client and regulatory requirements, and delivering an excellent customer experience. The ideal candidate has strong leadership, communication, and analytical skills, with proven experience managing voice-based collections teams in a BPO environment. Key Responsibilities Lead and manage a team of voice-based Collections Associates to achieve daily, weekly, and monthly performance targets. Monitor call quality, productivity, and adherence to ensure consistent and professional customer interactions. Provide coaching, mentoring, and performance feedback to drive individual and team success. Analyze collection reports and performance metrics to identify trends, risks, and improvement opportunities. Develop and implement action plans to enhance collection efficiency and reduce delinquency rates. Ensure compliance with company policies , client guidelines , and regulatory standards . Handle escalated customer cases and support team members in resolving complex collection issues. Collaborate with Quality Assurance, Training, and Workforce Management teams to optimize operations. Prepare and present performance reports to management and clients as required. Foster a culture of accountability, collaboration, and continuous improvement within the team. Qualifications Bachelor’s degree in Business Administration, Finance, or related field (or equivalent work experience). 3–5 years of experience in Collections (Voice) , with at least 1–2 years in a Team Lead or Supervisory role . Proven experience in BPO, Shared Services, or Financial Services environments. Strong knowledge of collections processes , skip tracing , and negotiation techniques . Excellent communication, coaching, and motivational skills. Ability to analyze data, interpret performance metrics, and implement improvement strategies. Proficient in MS Excel , CRM tools , or collections platforms . Willing to work onsite in Northgate, Alabang, Muntinlupa City . Preferred Skills Experience managing US or global collections portfolios . Knowledge of FDCPA , debt recovery laws , and compliance best practices. Familiarity with dialer systems and reporting tools . Why Join eClerx Lead a high-performing team in a global BPO organization. Competitive compensation and performance-based incentives. Career development and leadership growth opportunities. Supportive and professional work environment. Seniority level Mid-Senior level Employment type Full-time Job function Accounting/Auditing Industries Accounting and Outsourcing and Offshoring Consulting Note: This description reflects the role details and does not include unrelated postings or notices. #J-18808-Ljbffr
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