Collections Team Lead

2 days ago

Quezon City, Philippines Kinect Incorporated Full time

Overview The Collections Team Lead is responsible for managing a team of agents to ensure high-quality customer service and collections performance. This role focuses on coaching, monitoring, and motivating agents while maintaining performance standards and ensuring effective communication with customers. Key Responsibilities Lead, coach, and monitor a team of call center agents Ensure timely and professional handling of inbound and outbound calls Track agent performance and provide regular feedback Support customer resolution and first‑call closure Coordinate with internal teams and IT for system and process needs Manage collections process, including risk analysis and third‑party endorsements Ensure team has the tools and knowledge for optimal performance Generate reports for clients and management Promote a positive, high‑performing team culture Qualifications At least 2nd‑year college level 3+ years experience, preferably in customer service or supervisory roles Strong leadership, communication, and organizational skills Amenable to shifting schedules, holidays, and weekends Proficient in MS Office; experience in energy/utilities industry is a plus Skills Excellent interpersonal, communication, and negotiation skills Detail‑oriented, customer‑focused, and adaptable Strong time management and multitasking abilities #J-18808-Ljbffr

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