Collections Team Lead

2 days ago

Ayala Alabang, National Capital Region, Philippines eClerx Full time ₱1,200,000 - ₱2,400,000 per year

Job Title:
Collections Team Lead (Voice)

Location:
Northgate, Alabang, Muntinlupa City

Work Setup:
Onsite | Full-time

Department:
Operations – Collections

Company:
eClerx Manila

About eClerx

eClerx is a global leader in business process management, analytics, and digital transformation. We partner with Fortune 500 companies across financial services, digital, media, retail, and technology sectors to deliver operational excellence and business efficiency. Our Collections team ensures timely recovery of outstanding balances while maintaining strong client relationships and exceptional service delivery.

Role Overview

The
Collections Team Lead (Voice)
is responsible for managing a team of collections associates handling outbound and inbound calls. This role involves overseeing day-to-day collection operations, driving performance against targets, ensuring compliance with client and regulatory requirements, and delivering an excellent customer experience. The ideal candidate has strong leadership, communication, and analytical skills, with proven experience managing voice-based collections teams in a BPO environment.

Key Responsibilities

  • Lead and manage a team of voice-based
    Collections Associates
    to achieve daily, weekly, and monthly performance targets.
  • Monitor call quality, productivity, and adherence to ensure consistent and professional customer interactions.
  • Provide coaching, mentoring, and performance feedback to drive individual and team success.
  • Analyze collection reports and performance metrics to identify trends, risks, and improvement opportunities.
  • Develop and implement action plans to enhance collection efficiency and reduce delinquency rates.
  • Ensure compliance with
    company policies
    ,
    client guidelines
    , and
    regulatory standards
    .
  • Handle escalated customer cases and support team members in resolving complex collection issues.
  • Collaborate with Quality Assurance, Training, and Workforce Management teams to optimize operations.
  • Prepare and present performance reports to management and clients as required.
  • Foster a culture of accountability, collaboration, and continuous improvement within the team.

Qualifications

  • Bachelor's degree in
    Business Administration, Finance, or related field
    (or equivalent work experience).
  • 3–5 years of experience
    in
    Collections (Voice)
    , with at least
    1–2 years in a Team Lead or Supervisory role
    .
  • Proven experience in
    BPO, Shared Services, or Financial Services
    environments.
  • Strong knowledge of
    collections processes
    ,
    skip tracing
    , and
    negotiation techniques
    .
  • Excellent communication, coaching, and motivational skills.
  • Ability to analyze data, interpret performance metrics, and implement improvement strategies.
  • Proficient in
    MS Excel
    ,
    CRM tools
    , or
    collections platforms
    .
  • Willing to work
    onsite
    in
    Northgate, Alabang, Muntinlupa City
    .

Preferred Skills

  • Experience managing
    US or global collections portfolios
    .
  • Knowledge of
    FDCPA
    ,
    debt recovery laws
    , and compliance best practices.
  • Familiarity with
    dialer systems
    and
    reporting tools
    .

Why Join eClerx

  • Lead a high-performing team in a global BPO organization.
  • Competitive compensation and performance-based incentives.
  • Career development and leadership growth opportunities.
  • Supportive and professional work environment.

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