Collection Team Lead
3 weeks ago
At TASQ Staffing Solutions, we are seeking a highly skilled and experienced Team Manager to lead our collections team in Clark, Pampanga. The ideal candidate will have a proven track record of improving team performance, managing attendance and attrition, and promoting employee morale.
Key Responsibilities:
• Manage team performance on Customer Experience metrics through call listening, behavioral coaching, and setting effective action plans.
• Accomplish weekly deliverables, including coaching compliance, weekly audits, and call scrubbings.
• Provide ideas to improve the client's product, business, processes, and policies.
• Present team performance to clients as needed and advocate for team members.
• Address team attendance and attrition through relationship building and removing barriers.
• Improve employee morale and set up accountability discussions on attendance and performance challenges.
Qualifications:
• At least 2 years of experience as a Team Leader/Team Manager in a BPO setup with US banking and financial background collections.
• Proven ability to work in a fast-paced environment and develop trust and professional rapport with employees and team members.
• Strong analytical skills, verbal and written communication skills, and ability to interpret data and make suggestions for improvements.
• Willingness to work onsite in Clark, Pampanga, with night/shifting schedules.
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