Collection Team Leader

BPO SDN BHD; Puchong; On-site; MYR 45,000 - 56,000; Full time

Job summary

BPO SDN BHD in Malaysia is seeking a Collection Team Leader to take ownership of the day-to-day collection operations and drive performance.

You will lead a team, monitor progress, train staff, handle escalations, and ensure data accuracy while meeting targets in a fast-paced, target-driven environment. The ideal candidate has solid collection experience, strong communication and leadership skills, and a proactive approach to improving processes.

Qualifications

• Experience in collecting and leading a team.
• Ability to drive targets and manage performance.
• Strong communication and problem-solving skills.
• Experience with phone-based and WhatsApp collection processes.

Responsibilities

• Lead and manage the collection team.
• Monitor daily collection progress and team performance.
• Plan and distribute follow-up tasks for workload balance.
• Train and coach new team members on procedures and systems.
• Provide guidance to improve collection performance and customer communication.
• Prepare daily collection reports for management.
• Monitor attendance and overall team productivity.
• Handle customer escalations and complaints.
• Ensure data handling complies with policies and procedures.
• Identify issues and drive improvements in collection processes.

Skills

Team leadership

Collection experience

Performance monitoring

Customer communication

Problem solving

Job description

Negotiable based on experience and capabilities

Previous experience in collection work and team management.

Familiar with phone-based and WhatsApp collection processes.

Proven ability to lead and motivate a team towards achieving collection targets.

Strong communication, leadership, and problem-solving skills.

Responsible, organised, and able to work in a target-driven environment.

Able to handle customer complaints, escalations, and urgent situations professionally.

Comfortable monitoring team performance and providing timely guidance and support.

JOB RESPONSIBILITIES

Lead and manage the collection team, including daily task allocation and follow-up assignments.

Monitor daily collection progress, payment recovery performance, and individual team performance.

Plan and distribute customer follow-up tasks to ensure efficient workload management.

Train and coach new team members, including collection call procedures, communication techniques, and system operations.

Provide ongoing guidance to team members to improve collection performance and customer communication.

Prepare and consolidate daily collection reports and provide regular performance updates to management.

Monitor employee attendance, work status, follow-up activities, and overall team productivity.

Handle customer escalations and complaints when required.

Ensure all customer data, communication, and collection activities are handled professionally and in accordance with company policies and procedures.

Identify operational issues and work with the team to improve collection processes and results.

We're looking for someone who can do more than simply supervise.

You should be able to lead the team, monitor performance, solve problems, coach staff, and drive the team towards its collection targets.

If you have strong collection experience and are ready to take the next step into a team leadership role, we'd like to hear from you.

Position: Collection Team Leader
Salary: RM4,000 – RM5,000
Salary: Negotiable based on experience and capabilities
Experience: Collection & Team Management
Working Environment: Target-driven / Performance-focused

Your application will include the following questions:

• Which of the following statements best describes your right to work in Malaysia?
• What's your expected monthly basic salary?
• How many years' experience do you have as a Collections Team Leader?