Collections Team Leader | Drive Performance & Coaching

Wipro; Philippines; On-site; PHP 700,000 - 900,000; Full time

Job summary

Wipro Limited is seeking a Team Leader in Quezon City, Philippines to drive performance of a collections team. You will coach 15-20 agents, manage SLAs, KPIs, and customer financial needs, and ensure a best-in-class customer experience.

You will review performance data, develop PCCP plans for low performers, coordinate with stakeholders, and support escalation resolution while upholding quality standards. The role demands strong leadership in a fast-paced contact center environment and mortgage

Qualifications

• 1-3 years of relevant experience in a team-lead role
• Experience in mortgage origination or collections is a plus

Responsibilities

• Strong experience in BPO collections operations and managing SLA, KPIs, and project deliverables
• Coaches and manages a 15-20 member team to meet customer financial needs with best-in-class service
• Identifies, manages, and escalates risks impacting the business
• Monitors interactions for accuracy and adherence to approved practices
• Uses reporting to guide coaching and performance management
• Supports performance evaluations and training needs, including PCCP planning

Skills

Mortgage Originations

Job description

Wipro Limited is seeking a Team Leader in Quezon City, Philippines to drive performance of a collections team. You will coach 15-20 agents, manage SLAs, KPIs, and customer financial needs, and ensure a best-in-class customer experience.

You will review performance data, develop PCCP plans for low performers, coordinate with stakeholders, and support escalation resolution while upholding quality standards. The role demands strong leadership in a fast-paced contact center environment and mortgage