Operations Team Lead

WNS; Quezon City; On-site; PHP 520,000 - 780,000; Full time

Benefits offered by this job

US shifts

Onsite in Eastwood, Quezon City

Job summary

WNS Philippines is seeking a Collections Team Leader to guide a team of late-stage collections agents in Eastwood, Quezon City. You will coach, monitor performance, and ensure regulatory compliance while striving for recovery and customer experience targets.

The role partners with Quality, Training, WFM, and Operations to optimize processes, manage attendance, and communicate performance updates to management.

Qualifications

• 3–5 years collections experience in any field.
• Minimum 2 years as a BPO Team Leader.
• Bachelor’s Degree graduate.

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

Collections

Team Leadership

Coaching

Performance Monitoring

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.