Collections Team Lead - Coaching, Quality, Growth

Ubiquity; Iloilo; On-site; PHP 480,000 - 720,000; Full time

Job summary

Ubiquity is seeking a Collections Team Leader to guide frontline agents with a people-first approach. You will coach the team, conduct quality reviews, and drive improvements across processes. The role emphasizes leadership, coaching, and performance reporting within a fast-paced environment.

The ideal candidate brings at least 3 years in collections and 2 years in supervision, with strong communication and problem-solving skills to de-escalate and resolve complex accounts.

Qualifications

• 3+ years in collections
• 2+ years in a supervisory role
• Strong leadership and coaching abilities
• Proven problem-solving and decision-making skills
• Excellent verbal and written communication
• Active listening and ability to provide constructive feedback
• Knowledge of high-risk accounts, Title & Insurance processes, and escalation procedures
• Experience in performance analysis and reporting
• Excellent organizational, prioritization, and time management
• Customer-focused with effective de-escalation

Responsibilities

• Lead the collections team and mentor frontline leaders and agents
• Conduct call audits and quality reviews
• Provide real-time support (LILO)
• Lead jumpstarts and knowledge sessions
• Follow up with customers and complete calls
• Prepare performance reports and analyze trends
• Coach and deliver talkoffs to improve performance
• Create and manage chat communications
• Identify performance opportunities and drive process improvements

Skills

Leadership & coaching

Problem-solving

Critical thinking

Decision-making

Communication skills

Active listening

De-escalation

Performance analysis

Time management

Adaptability

Job description

Ubiquity is seeking a Collections Team Leader to guide frontline agents with a people-first approach. You will coach the team, conduct quality reviews, and drive improvements across processes. The role emphasizes leadership, coaching, and performance reporting within a fast-paced environment.

The ideal candidate brings at least 3 years in collections and 2 years in supervision, with strong communication and problem-solving skills to de-escalate and resolve complex accounts.