3P Team Leader

cbecompanies; Biñan; On-site; PHP 600,000 - 800,000; Full time

Job summary

The Team Leader serves as a floor leader, subject matter expert, and first-level leadership support within the 3P Collections team. This role provides Second Voice support, mentors and coaches assigned agents, assists with queue liquidation efforts, monitors team performance, and supports the Supervisor in achieving operational, quality, and compliance objectives.

The ideal candidate is a high-performing collections professional who demonstrates strong leadership capability, sound process

Qualifications

• High-performing collections professional with leadership capability
• Strong process knowledge and communication skills
• Passion for developing others and coaching teams

Responsibilities

• Provide active Second Voice leadership support to agents to maximize payment opportunities and improve outcomes
• Mentor and coach assigned focus group agents; track performance and coaching progress
• Assist with queue liquidation, workload prioritization, and real-time operational needs
• Escalation resource for process and operational questions; maintain floor coverage during high-volume periods
• Reinforce accountability for productivity, quality, and compliance; partner with supervisor on performance initiatives
• Lead development activities and support new-hire and tenured-agent growth
• Promote a positive, professional, and results-driven team environment
• Participate in leadership meetings and rollout of new programs and initiatives

Job description

Job Description:

Job Summary

The Team Leader serves as a floor leader, subject matter expert, and first-level leadership support within the 3P Collections team. This role provides Second Voice support, mentors and coaches assigned agents, assists with queue liquidation efforts, monitors team performance, and supports the Supervisor in achieving operational, quality, and compliance objectives.

The ideal candidate is a high-performing collections professional who demonstrates strong leadership capability, sound process knowledge, excellent communication skills, and a passion for developing others. The Team Leader is responsible for helping drive team performance, reinforcing accountability, and serving as a bridge between frontline agents and leadership. This role provides an opportunity to develop the skills and experience necessary for future Supervisor positions.

Key Responsibilities

Operational Support

• Provide active Second Voice support to agents to maximize payment opportunities and improve collection outcomes.
• Assist agents with challenging customer interactions, objection management, and complex collection scenarios.
• Support daily queue management, liquidation efforts, and workload prioritization.
• Monitor real-time operational needs and communicate emerging issues to the Supervisor.
• Assist with identifying barriers impacting productivity, performance, or customer outcomes.
• Serve as an escalation resource for process and operational questions.
• Help ensure adequate floor coverage and support during high-volume periods.

Team Leadership & Performance

• Serve as a day-to-day leadership presence and positive role model for the 3P Collections team.
• Support the Supervisor in communicating daily goals, priorities, expectations, and performance initiatives.
• Monitor team performance and identify trends, opportunities, and potential barriers to goal attainment.
• Reinforce accountability for productivity, schedule adherence, quality, compliance, and collection results.
• Partner with the Supervisor to address performance concerns and provide appropriate coaching and follow-up.
• Help recognize strong performance and reinforce behaviors that contribute to team success.
• Promote a positive, professional, accountable, and results-driven team environment.

Coaching & Development

• Coach and mentor assigned focus group agents through structured development activities.
• Provide ongoing performance feedback, guidance, and reinforcement to drive individual growth.
• Conduct side-by-sides, skill reinforcement, and targeted coaching based on identified performance opportunities.
• Identify skill gaps and partner with leadership to develop appropriate action plans.
• Track coaching activities and follow up on previously identified development opportunities.
• Reinforce best practices in call handling, objection management, payment conversations, and customer interactions.
• Support new-hire and tenured-agent development initiatives as assigned.
• Encourage continuous learning and professional development across the team.

Process & Compliance

• Serve as a process expert and resource for operational inquiries.
• Ensure adherence to FDCPA regulations, company policies, procedures, and QA standards.
• Reinforce compliant call handling and collection practices through coaching and real-time support.
• Support leadership in communicating process updates, procedural changes, policy changes, and operational initiatives.
• Identify and escalated potential compliance, process, or quality concerns to the appropriate leadership partner.
• Promote consistent execution of processes and operational standards across the team.
• Assist with quality improvement initiatives and corrective action efforts as assigned.

Leadership & Administrative Support

• Act as a key support partner to the Supervisor in daily team operations.
• Assist with team huddles, meetings, communications, and engagement activities.
• Support the rollout and adoption of new programs, processes, tools, and operational initiatives.
• Provide leadership coverage and floor support when the Supervisor is unavailable, as assigned.
• Maintain professional communication and confidentiality when handling employee and operational information.
• Partner effectively with Quality, Training, Workforce Management, Operations, and other support teams.
• Escalate significant employee, customer, compliance, or operational concerns in a timely manner.
• Participate in leadership meetings and development activities as assigned.

Leadership Development

• Demonstrate behaviors aligned with the expectations of a future Supervisor.
• Take ownership of assigned leadership responsibilities and follow through on commitments.
• Develop decision-making, conflict-resolution, communication, coaching, and performance-management skills.
• Seek and apply feedback from leadership to strengthen leadership effectiveness.
• Participate in a formal leadership development program designed to prepare for future Supervisor opportunitie