Collections Team Leader

4 weeks ago

Makati, Philippines Security Bank Corporation Full time

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Overview

As a PEC Call Center Team Leader , you will be responsible for directly supervising the team of Call Center Collectors that is assigned to you. The purpose of this role is to lead their team to ensure performance standards are met, individual Agents are achieving their targets, and to react promptly to any changes or issues that might occur during line utilization.

How you\'ll contribute
  • Determine the feasible workload of each Collector and organize their allocation (including shift management) to ensure daily productivity benchmarks are met
  • Distribute established KPIs and develop other methods to motivate collectors and maximize productivity and efficiency
  • Monitor abandoned rate and evaluate overall collectors\' performance regularly (including random call listen-ins) with coordination with the Phone Monitoring Officer to identify areas of improvement and implement necessary changes to improve efficiency
  • Monitor and reach the yearly and monthly KPIs (e.g. Average number of connected calls daily done by agent, Average number of KPTPs daily, % Cash collected from target (team KPI), Number of connected calls daily done (minimum for TL), % of KPTP out of all connects, Call-Quality (per methodology of QA))
  • Supervise calls performed by collectors and provide immediate assistance if required, as well as continuous coaching and feedback
  • May perform or handle incoming and outbound calls to clients required for the role, following procedure, to remain aligned with Call Center Agents and inspire innovation.
  • Analyze reports and existing processes to advise the Call Center Section Head regarding trends, strategy modifications, and overall team performance.
  • Communicate with other PEC Call Center Unit Head and Section Heads about dialer performance, calling trends, inbound calls to identify opportunities for improvement with respect to overall collections performance.
  • Coordinate with the Phone Monitoring Officer daily to receive feedback on quality of calls, patterns, and possible improvements to implement with collectors.
  • Ensure collectors\' awareness and compliance with approved existing manuals, policies, procedures and guidelines with reference to the Collections Manual
About Security Bank

Security Bank is one of the Philippines\' best capitalized private domestic universal banks.

Established in 1951 and publicly listed with the Philippine Stock Exchange (PSE:SECB) in 1995, our major businesses cover retail, corporate, commercial, and business (MSME) banking.

We\'re recognized as an Employer of Choice in Philippine banking by various award-giving bodies for our values-based culture, industry-leading engagement and benefits, and commitment to work-life balance.

Most recently, we ranked as the #2 best employer in the Philippines and #54 globally on Forbes\’ World\’s Best Employers 2023 list.

At Security Bank, our approach to Human Capital Management (HCM) is embodied by our Employee Value Proposition (EVP): YOU matter.

Start your BetterBanking career with us today.

Details
  • Seniority level: Mid-Senior level
  • Employment type: Full-time
  • Job function: Customer Service
  • Industries: Banking and Financial Services

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