Collections Team Lead

4 hours ago

Quezon City, National Capital Region, Philippines Kinect Incorporated Full time ₱400,000 - ₱800,000 per year

The
Collections Team Lead
is responsible for managing a team of agents to ensure high-quality customer service and collections performance. This role focuses on coaching, monitoring, and motivating agents while maintaining performance standards and ensuring effective communication with customers.

Key Responsibilities:

  • Lead, coach, and monitor a team of call center agents
  • Ensure timely and professional handling of inbound and outbound calls
  • Track agent performance and provide regular feedback
  • Support customer resolution and first-call closure
  • Coordinate with internal teams and IT for system and process needs
  • Manage collections process, including risk analysis and third-party endorsements
  • Ensure team has the tools and knowledge for optimal performance
  • Generate reports for clients and management
  • Promote a positive, high-performing team culture

Qualifications:

  • At least 2nd-year college level
  • 3+ years experience, preferably in customer service or supervisory roles
  • Strong leadership, communication, and organizational skills
  • Amenable to shifting schedules, holidays, and weekends
  • Proficient in MS Office; experience in energy/utilities industry is a plus

Skills:

  • Excellent interpersonal, communication, and negotiation skills
  • Detail-oriented, customer-focused, and adaptable
  • Strong time management and multitasking abilities

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