Collections Team Lead: Performance Coach (Onsite)

Sutherland; Mabalacat; On-site; PHP 480,000 - 720,000; Full time

Job summary

Sutherland in Clark, Pampanga, is seeking a Collections Team Leader who will drive performance, align with client KPIs, and foster a collaborative working environment.

You will oversee KPI adherence, manage scorecards, schedule resources, coach agents, and develop improvement plans while ensuring policy compliance and timely coaching sessions.

Join a fast-paced team focused on accuracy, analytics, and client success.

Qualifications

• At least two years of experience as a Team Leader handling Collections in Banking/Financial campaigns.
• Ability to work in a fast-paced environment and build trust with team members.
• Strong analytical skills to interpret data and identify trends.

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.
• Ensure appropriate resource allocation and manage team schedules.
• Address individual and team-level challenges effectively.
• Maintain agent compliance with policies and regulatory requirements.
• Conduct weekly 1-on-1 coaching sessions with agents and log sessions in SQMS.
• Develop and execute performance improvement plans for underperforming agents.
• Identify training needs and recommend skill enhancement programs.
• Promote professional growth by providing constructive feedback.
• Motivate team members through coaching and recognition.
• Track performance against account targets and identify corrective actions.
• Create and share performance reports with leadership.
• Ensure alignment with account targets and strategies.
• Use root cause analysis to address bottlenecks and optimize workflows.

Skills

Team Leadership

Collections knowledge

Data analysis

Coaching

Communication

SQMS

Tools

SQMS

Job description

Sutherland in Clark, Pampanga, is seeking a Collections Team Leader who will drive performance, align with client KPIs, and foster a collaborative working environment.

You will oversee KPI adherence, manage scorecards, schedule resources, coach agents, and develop improvement plans while ensuring policy compliance and timely coaching sessions.

Join a fast-paced team focused on accuracy, analytics, and client success.