Collections Team Lead: Coaching, Quality & Performance

Tap Growth ai; Iloilo City; On-site; PHP 469,000 - 692,000; Full time

Job summary

Ubiquity is seeking a Collections Team Leader to drive coaching, guidance, and expert support for frontline leaders and agents. You will focus on quality reviews, real-time support, and performance reporting to elevate service levels across complex customer scenarios.

You will lead jumpstarts, knowledge sessions, and follow-up calls while identifying opportunities for process improvements and escalation handling, ensuring customer problems are resolved efficiently.

Qualifications

• 3+ years in Collections or similar
• 2+ years in supervisory roles
• Strong leadership and coaching abilities
• Excellent problem-solving and decision-making skills
• Superior verbal and written communication
• Active listening and constructive feedback
• Knowledge of high-risk accounts, Title & Insurance processes, escalation procedures
• Ability to analyze performance and report trends
• Excellent organization, prioritization, and time management
• Customer-focused with effective de-escalation skills
• Ability to identify, escalate and resolve operational issues
• Adaptability and drive for continuous improvement

Responsibilities

• Conducting call audits and quality reviews
• Providing realtime support (LILO)
• Leading jumpstarts and knowledge sessions
• Completing followup calls with customers
• Performance reporting and trend analysis
• Coaching and talkoffs
• Creating and managing chat communications
• Identifying performance opportunities and process improvements

Skills

Coaching

Leadership

Quality reviews

Performance analysis

De-escalation

Communication

Problem-solving

Time management

Customer service

Guidance

Job description

Ubiquity is seeking a Collections Team Leader to drive coaching, guidance, and expert support for frontline leaders and agents. You will focus on quality reviews, real-time support, and performance reporting to elevate service levels across complex customer scenarios.

You will lead jumpstarts, knowledge sessions, and follow-up calls while identifying opportunities for process improvements and escalation handling, ensuring customer problems are resolved efficiently.