Team Manager - Collections

About the role

The Team Manager – Collections will lead a group of technical support agents handling collection calls. The role focuses on achieving performance targets, ensuring professional call handling, and maintaining high service standards.

Key responsibilities

• Provide direction and guidance to achieve key performance metrics and service level agreements.
• Measure, report and communicate metric goal attainment for the assigned team.
• Coach, mentor and develop agents for skill expansion and promotional opportunities.
• Monitor, identify and resolve performance, behavior and attendance issues using prescribed management techniques.
• Maintain accurate employee records and ensure training needs of subordinates are met.
• Resolve escalated customer issues and communicate client or campaign concerns to Operations Management.

Required profile

• At least 1 year of experience in collections, preferably at a supervisory level in a BPO setting.
• Up‑to‑date management skills with an understanding of employee motivation and key performance indicators.
• Strong oral and written communication, analytical, problem‑solving and leadership abilities.
• Ability to work independently, under pressure and adapt to a changing environment.
• Willingness to work onsite at the Shaw, Mandaluyong location and start as soon as possible.