Operations Team Lead

WNS Assistance; Philippines; On-site; PHP 670,000 - 1,228,000; Full time

Job summary

WNS Assistance in the Philippines seeks a Collections Team Leader to guide a late-stage collections group, driving performance, coaching agents, and ensuring policy adherence. This onsite role is based in Eastwood, Quezon City with US shift availability.

You will monitor metrics, conduct reviews, manage attendance, and coordinate with Quality, Training, and Operations to improve recovery rates and customer experience.

Qualifications

• 3–5 years of collections experience in any field.
• Minimum 2 years as a BPO Team Leader.
• Bachelor’s Degree graduate.
• Amenable to work in US shifts and 100% onsite in Eastwood, QC.

Responsibilities

• Lead, coach, and develop a team of Late-Stage Collections Agents to meet targets.
• Monitor daily collections performance and productivity; take corrective actions.
• Conduct coaching sessions, call reviews, and performance discussions.
• Manage attendance, schedule adherence, and workforce utilization.
• Provide guidance on complex customer interactions and escalations.
• Ensure compliance with regulations, client requirements, and company policies.
• Analyze team data to improve recovery rates and efficiency.
• Drive KPIs: collections, promise-to-pay, quality, compliance, CX.
• Collaborate with Quality, Training, WFM, and Operations teams.
• Lead performance evaluations and succession planning.
• Manage employee engagement and foster high-performance culture.
• Identify process improvements and support implementation.
• Prepare performance updates and business insights for management.

Skills

Collections experience

BPO Team Leader

Coaching & development

Team leadership

Regulatory knowledge

Education

Bachelor’s Degree

Job description

The Collections Team Leader is responsible for leading and developing a team of collections agents focused on managing delinquent customer accounts in the late stages of the collection’s lifecycle. This role oversees daily operations, monitors performance, provides coaching and support, ensures compliance with company policies and regulatory requirements, and drives the achievement of recovery, productivity, and customer experience objectives. The Team Leader is accountable for maximizing team performance while fostering a culture of accountability, engagement, and continuous improvement.

Qualifications:

• At least 3-5 years collections experience of any field.
• Minimum 2 years of experience as a BPO Team Leader
• Bachelor’s Degree graduate
• Amenable to work in US shifts and 100% onsite (Eastwood, Quezon City)

Duties:

• 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 key performance indicators (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.