Collections Team Leader

About the role

The Collections Team Leader oversees a group of collectors, ensuring that daily productivity targets and key performance indicators are consistently met. This role requires close coordination with the Call Center Section Head and other unit leaders to drive collection performance and address operational issues promptly.

Key responsibilities

• Determine feasible workload for each collector and manage shift allocations to meet productivity benchmarks.
• Monitor, update, and report on team KPIs, preparing dashboard decks for month‑end performance reviews.
• Analyze flow‑rate trends and provide strategic recommendations to the Call Center Section Head.
• Communicate with Unit and Section Heads on dialer performance, inbound call trends, and improvement opportunities.
• Report dialer issues to the Dialer Unit Head and ensure compliance with the Collections Manual.
• Support additional business‑need tasks as assigned.

Required profile

• 2–3 years of experience leading a collections or collector team.
• Strong knowledge of banking products, BSP regulations, and consumer‑protection standards.
• Excellent verbal and written communication with negotiation skills.
• Ability to work flexible schedules, including extended hours, weekends, and holidays.
• Willingness to work onsite in Alabang or Makati.

Required skills

• Reporting
• Data analysis
• Performance monitoring