Onsite Collections Team Lead & Performance Coach

WNS Global Services, Inc.; Quezon City; On-site; PHP 469,000 - 692,000; Full time

Job summary

WNS Global Services, Inc. in Quezon City is seeking a hands-on Team Leader for Late-Stage Collections to coach a team and meet performance goals. You will oversee daily collections, monitor metrics, and guide escalations to ensure customer experience and compliance.

The role requires 3–5 years in collections, 2 years as a BPO Team Leader, and a Bachelor's degree, with US shifts and 100% onsite in Eastwood. You’ll collaborate with Quality, Training, and WFM to drive improvements.

Qualifications

• 3–5 years of collections experience.
• Minimum 2 years as a BPO Team Leader.
• Bachelor's Degree holder.
• Amenable to work US shifts and 100% onsite (Eastwood, Quezon City).

Responsibilities

• Lead, coach, and develop a team of Late-Stage Collections Agents to achieve individual and team performance goals.
• Monitor daily collections performance, productivity, and recovery metrics, taking corrective action as needed.
• Conduct regular coaching sessions, call reviews, and performance discussions to improve agent effectiveness.
• Manage attendance, schedule adherence, and workforce utilization within the team.
• Provide guidance and support on complex customer interactions, escalations, and account resolutions.
• Ensure all collection activities comply with applicable regulations, client requirements, and company policies.
• Analyze team performance data and identify opportunities to improve recovery rates and operational efficiency.
• Drive achievement of KPIs, including collections, promise-to-pay conversion, quality, compliance, and customer experience metrics.
• Collaborate with Quality, Training, Workforce Management, and Operations teams to support business objectives.
• Conduct performance evaluations and contribute to employee development and succession planning.
• Manage employee engagement initiatives and foster a positive, high-performance team environment.
• Identify process improvement opportunities and support the implementation of operational enhancements.
• Prepare and communicate performance updates, action plans, and business insights to management.

Skills

Team leadership

Coaching

Performance management

Collections

Customer service

Education

Bachelor's Degree

Job description

WNS Global Services, Inc. in Quezon City is seeking a hands-on Team Leader for Late-Stage Collections to coach a team and meet performance goals. You will oversee daily collections, monitor metrics, and guide escalations to ensure customer experience and compliance.

The role requires 3–5 years in collections, 2 years as a BPO Team Leader, and a Bachelor's degree, with US shifts and 100% onsite in Eastwood. You’ll collaborate with Quality, Training, and WFM to drive improvements.