Collections Operations Lead

WNS Global Services, Inc.; Iloilo City; On-site; PHP 600,000 - 900,000; Full time

Job summary

WNS, part of Capgemini, is seeking a seasoned Team Leader to guide a Late-Stage Agents team in Iloilo City. You will coach, monitor performance, manage attendance, and support escalations to ensure compliant, effective collections operations.

The role emphasizes driving KPIs, collaborating with Quality, Training, and Operations, and fostering a high-performance, engaging work environment. A Bachelor’s degree and BPO experience are required.

Qualifications

• 3–5 years in BPO/Call Center operations or similar domain.
• Proven experience leading a team of agents and driving performance.
• Background in collections or customer-facing processes is a plus.

Responsibilities

• Lead, coach, and develop a team of Late-Stage Agents to meet goals.
• Monitor daily collections performance, productivity, and recovery metrics.
• Conduct coaching sessions, call reviews, and performance discussions.
• Manage attendance, schedule adherence, and workforce utilization.
• Provide guidance on complex interactions, escalations, and resolutions.
• Ensure compliance with regulations, client requirements, and policies.
• Analyze team data to improve recovery rates and efficiency.
• Drive KPIs including collections, promise-to-pay, quality, and CX.
• Collaborate with Quality, Training, WFM, and Operations teams.
• Conduct performance evaluations and support development planning.
• Promote employee engagement and a high-performance culture.
• Identify process improvements and assist with implementations.
• Prepare performance updates and actionable insights for management.

Skills

Team leadership

Coaching

Performance management

Data analysis

Education

Bachelor's Degree

Job description

WNS, part of Capgemini, is seeking a seasoned Team Leader to guide a Late-Stage Agents team in Iloilo City. You will coach, monitor performance, manage attendance, and support escalations to ensure compliant, effective collections operations.

The role emphasizes driving KPIs, collaborating with Quality, Training, and Operations, and fostering a high-performance, engaging work environment. A Bachelor’s degree and BPO experience are required.