Collections Team Lead

2 weeks ago


Taguig, National Capital Region, Philippines Nezda Global Full time


WE'RE HIRING | TEAM LEAD – US COLLECTIONS (BPO)


Location:
Onsite – Taguig


Shift:
Night Shift (US Hours)


Account:
US Collections / Financial Services


Job Overview

We are looking for an experienced
Team Lead – US Collections
to manage and drive a high-performing collections team. The role focuses on meeting recovery targets, ensuring compliance with US regulations, and developing agents through effective coaching and performance management.


Key Responsibilities

  • Lead and manage a team of
    15–25 US Collections agents
  • Drive performance against
    collection targets, KPIs, and SLAs
  • Monitor metrics such as
    PTP, RPC, CE, DSO, and recovery rates
  • Conduct
    regular coaching, huddles, and performance reviews
  • Ensure strict compliance with
    FDCPA and client-specific guidelines
  • Handle
    escalations and complex customer cases
  • Prepare and present
    daily, weekly, and monthly performance reports
  • Collaborate with QA, Training, and WFM teams to improve productivity


Qualifications

  • 3–5+ years
    BPO Collections experience
  • 1–2+ years
    as
    Team Lead / Supervisor
    in
    US Collections
  • Strong knowledge of
    FDCPA compliance
  • Proven experience managing
    15+ agents
  • Excellent communication and leadership skills
  • Willing to work
    onsite in Taguig
    and
    night shift


Preferred

  • Experience in
    early, mid, or late-stage US collections
  • Exposure to
    AR / Order-to-Cash (O2C)
  • Familiarity with
    SAP, Salesforce, Oracle, HighRadius
    , or similar tools


Why Join Us?

  • Competitive salary + incentives
  • Stable US account
  • Career growth opportunities
  • Supportive leadership and collaborative culture


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