Collections Team Lead: Coach, Optimize KPIs & Growth

TDCX Philippines; Metro Manila; On-site; PHP 446,000 - 781,000; Full time

Benefits offered by this job

Competitive remuneration

Comprehensive medical coverage

World-class workspaces

Flexible working arrangements

Learning and development plans

Performance incentives

Job summary

TDCX Philippines is seeking an experienced Team Lead to manage a frontline Collections team up to 15 members. You will coach, monitor KPIs and SLAs, and ensure peak-volume performance while maintaining high engagement and team collaboration.

You will also communicate directions, develop staff for growth, and contribute insights for process improvements. The role requires strong English, analytical skills, and MS Office proficiency.

Qualifications

• High school diploma or equivalent required
• 3–5 years’ experience in BPO Voice Collections, Team Lead/Supervisor capacity
• Demonstrated strong analytical, critical-thinking, and mathematical problem-solving skills
• Excellent written and verbal English with proven negotiation ability
• High attention to detail and strong organizational skills
• Advanced computer proficiency, including Microsoft Office
• Typing speed of at least 40 wpm at 90% accuracy

Responsibilities

• Lead a team of up to 15 frontline Collection Specialists.
• Coach direct reports for awareness and continuous improvement and ensure smooth handling during peak volumes.
• Monitor global performance to ensure KPI and SLA adherence.
• Maintain high engagement among self and team.
• Ensure each team member is collaborative, supportive, and high performing.
• Communicate direction and develop team members to support career growth.
• Handle day-to-day management tasks as required by the organization.
• Share relevant operations trends and insights with management.
• Provide structured feedback and recommendations for tool and process improvements continually.
• Support internship progression and advocate for continuous learning after internships.
• Perform ground-level or front-line tasks as needed.
• Live and breathe the client organization and company values.
• Calibrate and strengthen product/solution expertise.
• Cascade market targets to front-line teams.
• Monitor performance to ensure KPI/SLA adherence.
• Partner with global stakeholders to align Sales and Marketing Operations strategies.

Skills

Team leadership

Analytical thinking

Communication skills

Negotiation

Attention to detail

Microsoft Office

Typing speed 40 wpm

Education

High school diploma (required)

Bachelor’s degree preferred

Tools

MS Office Suite

Job description

TDCX Philippines is seeking an experienced Team Lead to manage a frontline Collections team up to 15 members. You will coach, monitor KPIs and SLAs, and ensure peak-volume performance while maintaining high engagement and team collaboration.

You will also communicate directions, develop staff for growth, and contribute insights for process improvements. The role requires strong English, analytical skills, and MS Office proficiency.