Team Leader – Collections

About the role

The Team Leader will supervise a group of collection agents, ensuring they meet and exceed performance targets while delivering high‑quality customer interactions. This position combines leadership, compliance oversight, and strategic improvement of collection outcomes.

Key responsibilities

• Supervise daily activities of the collections team to achieve recovery rates, call quality, and customer experience goals.
• Provide coaching, mentoring, and performance feedback to team members.
• Monitor and evaluate agent performance through call audits and KPI reviews.
• Develop and implement strategies to improve collection rates and reduce delinquency.
• Handle escalated customer cases and resolve disputes professionally.
• Ensure compliance with all relevant laws, regulations, and internal policies.
• Prepare and present performance reports to management.
• Conduct regular team meetings and training sessions.

Required profile

• Strong leadership, communication, and analytical abilities.
• Proven track record in debt recovery or collections.
• Minimum 1 year experience in collections and 1 year supervising experience.
• Bachelor’s degree preferred.

Required skills

What we offer

• Full‑time permanent contract.
• On‑site parking.
• Paid training.
• Support for commuting or relocation to Marikina or Quezon.