Retention and Collections Team Leader

2 weeks ago


Pasig, Philippines Acquire Full time
We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world****REQUIRED COMPETENCIES******\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_****Has experience in the field of collections and retention****Professional experience as a Team Leader in a call center environment.****Experience in driving customer satisfaction, customer retention techniques, dispute resolution and collections strategies****Business Ethics / Modelling hipages Core Values****Building and Sustaining a Highly Motivated Team****Planning, Organizing, and Executing****Problem Solving / Decision Making****Effective Communication******CORE RESPONSIBILITIES******\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_****Lead a team of customer retention specialist and collections specialists****Coach, mentor and manage performance against KPIs like renewals, churn reduction and collection rates****Inspiring and Motivating People****Developing Talents****Operating the Business****Managing Performance**# ****DETAILED RESPONSIBILITIES PER LINE ITEM OF CORE RESPONSIBILITIES******\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_******Inspiring and Motivating People******Support individuals in a non-judgemental way.****Encourage Collaboration by ensuring members are encouraged and empowered to ask questions, express their opinions and views.****Develop and maintain professional, open, and honest working relationships with hipages members.****Act as a role model of good practice to all team members****Positively and professionally represent and promote hipages and the service provided at all times.****Work at all times in a positive and cooperative manner.****Recognize, celebrate and reward team members achievements****Provide leadership to the team acting as a positive role model at all times.****Implement rewards and recognition programs suited for the sales campaign.******Developing Talents******Conducts goal-setting with the whole team.****Ask about personal and professional goals regularly.****Create a customizable skill development framework.****Teach and improve product/process knowledge and soft skills in alignment with program strategy and in a way that compliments the attainment of various goals.******Operating the Business******Work in line with hipages mission vision values and DNA.****Align employees and management with core values and goals. Values and goals need to be well communicated to team members.****Maintain confidentiality at all times.****Ensure that Managers and counterparts are kept fully informed of day-to-day developments within the team.****Oversee and effectively communicate with the team updates, news rollouts, and any communications in a means by which the individual can understand the information being conveyed and maintain accurate and factual records at all times.****Enforce schedule compliance and staffing****Checks agent’s timesheet, plotted schedule, and fillings in a timely manner and prevents payroll disputes; identifies discrepancies, reports correction to HR/Finance/WF department, and monitors the status of correction to ensure that it has been effected.****Attend internal and/or client meetings, calibration sessions, etc., and participate as necessary during the discussion.******Managing Performance******Give regular, thoughtful, honest, and constructive feedback to each individual team member****Supervising and monitoring agents to ensure their performance is of a high standard.****Analyzes performance data and establishes action plans to improve performance****Hosts development planning and goal-setting discussions with agents and team leaders – LOB Scorecards and KPIs****Identify performance gaps through reports or transaction monitoring and formulate effective and strategic performance improvement plans for development.****Ensure agent transactions are aligned both with Quality Assurance objectives and targets, and client’s expectations.**Join the A-Team and experience the A-LifeAcquire Intelligence is an award-winning, global business outsourcer with 10,000 staff and over 16-years’ experience in delivering intelligent contact center and back-office functions for global businesses across many industries including telecommunications, banking and financial services, insurance, media, education and retail. We're an entrepreneurial business that is highly experienced in working with our partners to solve real-life problems quickly. A genuine partnership approach is at the heart of we do. Our teams are highly proficient in exceeding expectations, especially in situations where in-house teams may be typically challenged with the business processes of “big business.” We have Class A offices in 14 locations across Australia, the Dominican Republic, the Philippines and the United States, as well as comprehensive Work-from-Home environments, where client-permitted. We're recognized as being Safe, Flexible and Innovative, giving our clients the capability to Outsource with confidence. As a dynamic organization with the ability to take your career to the next level, we're looking for strong candidates with BPO experience to join our growing team. We value our employees highly and, as such, offer excellent career development programs and competitive compensation and benefits packages. Acquire takes your privacy very seriously. The information collected through this site will only be processed with your prior consent and for the purpose of facilitating your employment opportunities. If you have provided consent and wish to withdraw it, you may click on the account settings and submit a request to delete your information. You may also inform us by writing to the address in the section on “Access Rights to Personal Data” or send us an email to Please refer to our Privacy Policy at
#J-18808-Ljbffr

  • Pasig, Philippines Acquire Intelligence Full time

    Overview Join to apply for the Retention and Collections Team Leader role at Acquire Intelligence Required Competencies Has Experience In The Field Of Collections And Retention Professional experience as a Team Leader in a call center environment. Experience in driving customer satisfaction, customer retention techniques, dispute resolution and collections...


  • Pasig, National Capital Region, Philippines Micro Finance Full time ₱600,000 - ₱1,200,000 per year

    We're HiringWORK ON SITEPreferably living in/near or willing to be assigned in Ortigas, Pasig CityCOLLECTIONS TEAM LEADERRequirements:Team leader experience in any field but collections team lead is preferredExperience in handling a team with up to 25 membersAbility to develop tailored collection scripts and strategies for various scenarios while ensuring...

  • Team Leader

    1 day ago


    Pasig, National Capital Region, Philippines Niu Professional Inc. Full time ₱1,000,000 - ₱2,000,000 per year

    Job description:Own KPIs and work with the team towards achieving them each day/month/yearCoaching, mentoring, and motivating collections team members.Keep track of, RPC, Contact Rate, PTP Conversion Rate, PTP reminders and daily expected collections to ensure achievement of daily target.Manage incentive, rewards, and overtime tracking.Manage...


  • Pasig, Philippines Creditable Lending Corporation Full time

    Overview We seek a Collections Team Lead to engage in consumer collections of overdue accounts. Primary responsibility will be monitoring, motivating, and training the Collections Team to ensure KPIs are met monthly. Responsibilities Coaching, mentoring, and motivating collections team members. Keep track of, RPC, Contact Rate, PTP Conversion Rate, PTP...


  • Pasig, National Capital Region, Philippines Outposter Inc Full time ₱900,000 - ₱1,200,000 per year

    Position Title: Retention & Cancellation SpecialistReports To: Customer Service Team LeaderLocation: Manilla – Hybrid ModelEmployment Type: Full-timeRole PurposeThe Retention & Cancellation Specialist is responsible for managing inbound cancellation requests from customers. The role requires a proactive, customer-centric approach to understand concerns,...


  • Pasig Central Post Office P, Philippines High Tech Smart Solution Full time ₱250,000 - ₱500,000 per year

    BPO LOCAL COLLECTIONS ACCOUNTPreferably has experience in LOCAL COLLECTIONS.Proficient in Microsoft office.Has good people/management skills.Can work independentlyAble to finish task/reports in a timely mannerCreate an inspiring team environment with an open communication cultureSet clear team goalsDelegate tasks and set deadlinesOversee day-to-day...


  • Pasig, National Capital Region, Philippines Cybalink Solutions Full time ₱1,200,000 - ₱1,800,000 per year

    Why You'll Love Working With UsCompetitive Salary & Annual Bonuses – Your hard work deserves great rewards.Comprehensive HMO – Full coverage for you plus 1 FREE dependent.Generous Meal Allowance – Stay fueled and focused every day.30 Days Paid Leave – Wellness, vacation, and sick leave, with conversion options.Growth & Engagement – Ongoing...

  • Team Leader

    10 hours ago


    Pasig, Philippines CYBALINK SOLUTIONS, INC. Full time

    Why You’ll Love Working With Us Competitive Salary & Annual Bonuses – Your hard work deserves great rewards. Comprehensive HMO – Full coverage for you plus 1 FREE dependent . Generous Meal Allowance – Stay fueled and focused every day. 30 Days Paid Leave – Wellness, vacation, and sick leave, with conversion options. Growth & Engagement – Ongoing...

  • Team Leader

    2 weeks ago


    Pasig, National Capital Region, Philippines GameClub SEA Full time ₱900,000 - ₱1,200,000 per year

    Player Support Squad LeaderLocation: Onsite – Ortigas, Pasig City, PhilippinesEmployment Type: Full-TimeLevel: Team Leader / SupervisorReporting to: Player Support ManagerIndustry: Gaming / Digital EntertainmentAbout GameClubGameClub is all about great games and even greater player experiences. As we continue to grow our global community, we're building a...

  • Team Leader

    4 weeks ago


    Pasig, Philippines SHORE Solutions Inc. Full time

    We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world! At Acquire Intelligence , our mission is to help businesses work smarter. We bring together the best people,...