Operations Team Lead – Collections

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

Job Description:

• 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.

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)