Collections Team Lead - Coaching & KPIs Champion

Concentrix; Pasig; On-site; PHP 502,000 - 725,000; Full time

Job summary

Concentrix in Metro Manila is seeking an Associate Supervisor to oversee a group of call center agents. You will monitor attendance, coach performance, and drive KPI attainment while ensuring adherence to policies and legal requirements.

The role requires leadership in multitasking, prioritization, and timely delivery of deliverables. You will mentor team members, provide direction, and conduct regular team meetings to share updates and develop staff in a fast-paced onsite environment at the

Qualifications

• Two to four years of relevant experience preferred.
• Strong coaching and mentoring abilities.
• Ability to work under pressure and meet deadlines.
• Excellent written and verbal communication.
• Background in Collections is required.
• Willingness to work a flexible schedule.
• Onsite setup for Giga site.

Responsibilities

• Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements
• Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly
• Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment
• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectations
• Communicate expectations to employees and provide timely updates
• Provide subject matter expertise in handling escalated customer calls as needed
• Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities
• Stay current on internal work processes, policies and procedures. Attend required manager development training

Skills

Team leadership

Coaching & mentoring

Communication skills

Time management

Prioritization

Flexible schedule

Onsite work

Collections experience

Education

Associate's degree in related field

Job description

Concentrix in Metro Manila is seeking an Associate Supervisor to oversee a group of call center agents. You will monitor attendance, coach performance, and drive KPI attainment while ensuring adherence to policies and legal requirements.

The role requires leadership in multitasking, prioritization, and timely delivery of deliverables. You will mentor team members, provide direction, and conduct regular team meetings to share updates and develop staff in a fast-paced onsite environment at the