Team Leader Desk Collection

Pengiklan Anonim; Banten; On-site; IDR 89,280,000 - 133,920,000; Full time

Job summary

Pengiklan Anonim is seeking a capable Team Leader for Desk Collection to guide and develop a high-performing team. You will coach agents, monitor performance, and drive results while ensuring compliance with SOPs and regulations.

You will collaborate with supervisors and QA, analyze data to identify opportunities, and implement action plans for underperformers, fostering a positive, target-driven culture.

Qualifications

• Minimum 1 year of experience as a Team Leader in Desk Collection.
• Experience leading collection teams and achieving targets.
• Strong understanding of collection operations and regulatory compliance.
• Excellent leadership, coaching, and people management skills.
• Strong analytical thinking to interpret performance data.
• Proficient in Microsoft Excel (Pivot Table, VLOOKUP/XLOOKUP).
• Excellent communication, problem-solving, and decision-making skills.
• Ability to work in a fast-paced, target-driven environment.
• AFPI certification or equivalent certification is a plus.

Responsibilities

• Lead, coach, and develop a team of Desk Collection Agents to meet targets.
• Monitor daily team performance, attendance, and quality.
• Analyze collection performance and drive improvements with data.
• Conduct regular coaching, reviews, and feedback sessions.
• Create action plans for underperforming agents and track progress.
• Ensure compliance with SOPs, regulations, and quality standards.
• Collaborate with supervisors and other departments to optimize outcomes.
• Foster a high-performance, collaborative team culture.

Skills

Leadership

Coaching

People management

Analytical thinking

Excel

Communication

Decision making

Target driven

AFPI certification

Tools

Microsoft Excel

Job description

Lead, coach, and develop a team of Desk Collection Agents to consistently achieve collection targets.

Monitor daily team performance, productivity, attendance, and quality to ensure operational excellence.

Analyze collection performance and identify opportunities for improvement through data-driven decisions.

Conduct regular coaching, performance reviews, and one-on-one feedback sessions to improve individual and team performance.

Develop action plans for underperforming agents and monitor improvement progress.

Ensure all collection activities comply with company SOP, regulations, and quality standards.

Collaborate with Supervisor, Quality Assurance, Training, Workforce Management, and other departments to optimize collection performance.

Foster a positive, collaborative, and high-performance team culture.

Requirements

• Minimum 1 years of experience as a Team Leader in Desk Collection.
• Proven experience leading collection teams and achieving performance targets.
• Strong understanding of collection operations, collection strategies, and regulatory compliance.
• Excellent leadership, coaching, and people management skills.
• Strong analytical thinking with the ability to interpret performance data and make strategic decisions.
• Proficient in Microsoft Excel (Pivot Table, VLOOKUP/XLOOKUP, basic data analysis).
• Excellent communication, problem-solving, and decision making skills.
• Able to work in a fast paced, target driven environment.
• AFPI certification or equivalent certification is a plus.