Collections Operations Manager

1 day ago

Makati City, National Capital Region, Philippines beBeeLeadership Full time ₱800,000 - ₱1,200,000

As a Collections Team Lead, you will be responsible for directly supervising a team of collectors to ensure performance standards are met and individual agents achieve their targets.

The purpose of this role is to lead the team and react promptly to any changes or issues that might occur during line utilization.

Key Responsibilities
  • Determine the feasible workload of each collector and organize their allocation to ensure daily productivity benchmarks are met
  • Distribute established KPIs and develop methods to motivate collectors and maximize productivity and efficiency
  • Monitor abandoned rates and evaluate overall collectors' performance regularly with coordination with Phone Monitoring Officers to identify areas of improvement and implement necessary changes
  • Monitor and reach monthly and yearly KPIs (e.g. Average number of connected calls daily done by agent, Average number of KPTPs daily, % Cash collected from target)
  • 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
  • Analyze reports and existing processes to advise regarding trends, strategy modifications, and overall team performance
  • Communicate with other PEC Call Center Unit Heads and Section Heads about dialer performance, calling trends, and inbound calls to identify opportunities for improvement
  • 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 manuals, policies, procedures, and guidelines
About This Role

This is a mid-senior level role in our Customer Service team, requiring strong leadership and communication skills.

Our bank is committed to providing a positive work environment and opportunities for growth and development.

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

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