Collections Team Lead - Performance Coach & KPI Driver

Sutherland Global; Hinoba-an; On-site; PHP 600,000 - 900,000; Full time

Job summary

Sutherland Global in Clark, Pampanga is seeking a Collections Team Leader to drive team performance and align with client KPIs. You will bridge staff and management, coach agents, manage schedules, and implement PIPs for underperformers.

The role requires two years of leadership in collections, strong analytics, and excellent communication. This is an on-site position at Clark, supporting key client targets and operational excellence.

Qualifications

• At least two years of experience as a Team Leader handling Collections - Banking and Financial.
• Ability to work in a fast-paced environment and build trust with staff.
• Strong analytical skills to interpret data, identify trends, and suggest improvements.
• Excellent verbal and written communication in a professional manner.
• Amenable to on-site work in Clark, Pampanga.

Responsibilities

• Oversee agent adherence to KPIs such as Shrinkage, Productivity, Agent Scorecard, QA scores and Compliance.
• Manage agent scorecards to ensure performance targets are met.
• Allocate resources and manage team schedules.
• Provide coaching and conduct weekly 1-on-1 sessions with agents.
• Develop and implement PIPs for underperforming agents.
• Identify training needs and recommend programs.
• Motivate team through coaching and recognition.
• Track performance against client goals daily, weekly, monthly.
• Identify gaps and implement corrective actions.
• Create and share performance reports with leadership.
• Ensure alignment with account targets and strategies.
• Apply root cause analysis to address bottlenecks and optimize workflows.

Skills

Team leadership

Analytical skills

Data interpretation

Communication skills

SQMS usage

Tools

SQMS

Job description

Sutherland Global in Clark, Pampanga is seeking a Collections Team Leader to drive team performance and align with client KPIs. You will bridge staff and management, coach agents, manage schedules, and implement PIPs for underperformers.

The role requires two years of leadership in collections, strong analytics, and excellent communication. This is an on-site position at Clark, supporting key client targets and operational excellence.