BPO Retention & Collections Team Lead | Uncapped Commission

Acquire Intelligence; Pasig; On-site; PHP 893,000 - 1,562,000; Full time

Benefits offered by this job

HMO with two dependents

14 month pay

Sick Leave cash conversion

Paid Birthday Leave

ERP referral program

Epic kickoff party and awards

Job summary

Acquire Intelligence is seeking a seasoned Team Leader to manage a call center team in a dynamic environment. You will guide performance, drive customer satisfaction and retention, and uphold the company’s values while delivering results.

The role emphasizes leadership, collaboration, and data-driven decision making to optimize campaigns, with opportunities to earn incentives based on team success and performance metrics.

Qualifications

• Experience in collections and retention management.
• Previous team leadership in a call center environment.
• Proven ability to drive customer satisfaction and implement retention strategies.

Responsibilities

• Lead and motivate the team to achieve targets.
• Develop and implement rewards programs for high performance.
• Represent the team professionally to clients and stakeholders.
• Monitor performance and provide constructive feedback.
• Ensure compliance with company values and processes.

Skills

Collections & retention

Team leadership

Customer satisfaction

Core values

Team motivation

Planning & execution

Problem solving

Effective communication

Job description

Why you\'ll love working with the client:

• Certified Great Place to Work in Australia
• Attractive base salary, plus uncapped commission
• Hit your team\’s monthly target and you can earn as much as 10k* in commissions. The better your team performs, the higher the commission.
• Mobile allowance
• Opportunity to earn a trip overseas with the hi-achievers club
• Join a day shift account
• Weekends off
• Learning and Development programs to accelerate career growth
• Monthly activities, R&R programs, and team-building activities

REQUIRED COMPETENCIES

• Has experience in the field of collections and retention
• Professional experience as a Team Leader in a call center environment.
• Experience in driving customer satisfaction, customer retention techniques, dispute resolution and collections strategies
• Business Ethics / Modelling hipages Core Values
• Building and Sustaining a Highly Motivated Team
• Planning, Organizing, and Executing
• Problem Solving / Decision Making
• Effective Communication

CORE RESPONSIBILITIES

Inspiring and Motivating People

• Support individuals in a non-judgemental way.
• Encourage Collaboration by ensuring members are encouraged and empowered to ask questions, express their opinions and views.
• Develop and maintain professional, open, and honest working relationships with hipages members.
• Act as a role model of good practice to all team members
• Positively and professionally represent and promote hipages and the service provided at all times.
• Work at all times in a positive and cooperative manner.
• Recognize, celebrate and reward team members achievements
• Provide leadership to the team acting as a positive role model at all times.
• Implement rewards and recognition programs suited for the sales campaign.

Developing Talents

• Conducts goal-setting with the whole team.
• Ask about personal and professional goals regularly.
• Create a customizable skill development framework.
• Teach and improve product/process knowledge and soft skills in alignment with program strategy and in a way that compliments the attainment of various goals.

Operating the Business

• Work in line with hipages mission vision values and DNA.
• Align employees and management with core values and goals. Values and goals need to be well communicated to team members.
• Maintain confidentiality at all times.
• Ensure that Managers and counterparts are kept fully informed of day-to-day developments within the team.
• Oversee and effectively communicate with the team updates, news rollouts, and any communications in a means by which the individual can understand the information being conveyed and maintain accurate and factual records at all times.
• Enforce schedule compliance and staffing
• Checks agent\’s timesheet, plotted schedule, and fillings in a timely manner and prevents payroll disputes; identifies discrepancies, reports correction to HR/Finance/WF department, and monitors the status of correction to ensure that it has been effected.
• Attend internal and/or client meetings, calibration sessions, etc., and participate as necessary during the discussion.

Managing Performance

• Give regular, thoughtful, honest, and constructive feedback to each individual team member
• Supervising and monitoring agents to ensure their performance is of a high standard.
• Analyzes performance data and establishes action plans to improve performance
• Hosts development planning and goal-setting discussions with agents and team leaders – LOB Scorecards and KPIs
• Identify performance gaps through reports or transaction monitoring and formulate effective and strategic performance improvement plans for development.
• Ensure agent transactions are aligned both with Quality Assurance objectives and targets, and client\’s expectations.

Why Join the A-Team?

Come for a career, stay for the fun!

• HMO with two free dependents on day 1
• Enjoy 14 month pay after 5 years of continuous service
• Sick Leave credits are convertible to cash
• Paid Birthday Leave
• Competitive Employee Referral Program (ERP)
• Enjoy Acquire\’s epic kickoff party with celebrity performances and amazing prizes, plus client-initiated events filled with fun games and exciting awards await