Collections Team Leader - On-Site KPI Coach

Aitomic Jobs; Hinoba-an; Hybrid; PHP 450,000 - 650,000; Full time

Job summary

The Collections Team Leader at Sutherland in Clark, Pampanga will drive performance and maintain an effective, collaborative work environment. You will bridge agents and management, oversee KPI adherence, and coordinate scheduling and resource allocation to meet client targets.

You will conduct weekly coaching sessions, implement performance improvement plans, identify training needs, and deliver regular performance reports to leadership. On-site work is required.

Qualifications

• At least two years of experience as a Team Leader handling Collections – Banking and Financial campaigns.
• Strong analytical skills; able to interpret data, identify trends, and suggest improvements.
• Excellent verbal and written communication skills.
• Amenable to on-site work in Clark, Pampanga.

Responsibilities

• The Collections Team Leader drives team performance and alignment with organizational goals, fostering a collaborative environment.
• Bridge between team members and management, driving operational excellence and delivering results.
• Oversee agent adherence to KPIs such as Shrinkage, Productivity, Agent Scorecard, QA scores and Compliance.
• Manage agent scorecards to ensure performance targets are met and coordinate scheduling and resource allocation.
• Address individual and team-level challenges and implement corrective actions.

Skills

Team leadership

Collections experience

KPI management

Coaching

Data analysis

Verbal communication

Written communication

Job description

The Collections Team Leader at Sutherland in Clark, Pampanga will drive performance and maintain an effective, collaborative work environment. You will bridge agents and management, oversee KPI adherence, and coordinate scheduling and resource allocation to meet client targets.

You will conduct weekly coaching sessions, implement performance improvement plans, identify training needs, and deliver regular performance reports to leadership. On-site work is required.