BPO Team Leader – Retention and Collections | START ASAP | Uncapped Commission

Acquire Intelligence; Pasig; On-site; PHP 446,000 - 893,000; Full time

Benefits offered by this job

Great Place to Work

Base salary + uncapped commission

Mobile allowance

Overseas trip

Day shift

Weekends off

Learning & Development

Team-building activities

Job summary

Acquire Intelligence in the Philippines is seeking a capable Team Leader for our call center operations. You will mentor agents, drive performance, and ensure customer satisfaction and retention through effective strategies.

Join a day-shift, growth-focused environment with uncapped commission, mobile allowance, and regular team events as you lead a motivated team toward monthly targets and exceptional service standards.

Qualifications

• Experience leading teams in a call center.

Responsibilities

• Inspire and motivate the team to achieve targets and deliver exceptional service.
• Develop and maintain professional relationships with hipages members, acting as a role model.
• Oversee scheduling, timesheets, and payroll related coordination with HR/Finance.
• Provide regular feedback and performance improvement plans for agents.

Skills

Team leadership

Call center experience

Customer retention

Dispute resolution

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