Retention and Collections Team Leader

Acquire.AI; Pasig; On-site; PHP 446,000 - 781,000; Full time

Job summary

Acquire Intelligence is an award-winning global outsourcer delivering contact center and back-office services for international clients. We’re seeking a results-driven Team Leader to lead a customer retention and collections team in the Philippines, driving renewals, reducing churn, and delivering top-tier service across campaigns.

You will coach and develop agents, monitor KPIs, and collaborate with cross-functional partners to maintain performance, quality, and client satisfaction while

Qualifications

• Experience in collections and retention.
• Professional experience as a Team Leader in a call center environment.
• Experience driving customer satisfaction and retention techniques.
• Experience with dispute resolution and collections strategies.
• Demonstrated business ethics and alignment with core values.
• Ability to build and sustain a highly motivated team.
• Strong planning, organizing and executing skills.
• Decision making and problem solving能力.
• Effective communication across stakeholders.

Responsibilities

• Lead a team of customer retention specialists and collections specialists.
• Coach, mentor and manage performance against KPIs like renewals, churn reduction and collection rates.
• Inspire and motivate people; develop talents.
• Operate the business and manage performance.

Skills

Collections & retention

Team leadership

Call center experience

Customer satisfaction

Retention techniques

Dispute resolution

Collections strategies

Business ethics

Effective communication

Job description

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

REQUIRED COMPETENCIES

Has experience in the field of collections and retention Professional experience as a Team Leader in a call center environment. Experience in driving customer satisfaction, customer retention techniques, dispute resolution and collections strategies Business Ethics / Modelling hipages Core Values Building and Sustaining a Highly Motivated Team Planning, Organizing, and Executing Problem Solving / Decision Making Effective Communication

CORE RESPONSIBILITIES

Lead a team of customer retention specialist and collections specialists Coach, mentor and manage performance against KPIs like renewals, churn reduction and collection rates Inspiring and Motivating People Developing Talents Operating the Business Managing Performance

DETAILED RESPONSIBILITIES PER LINE ITEM OF CORE RESPONSIBILITIES

Inspiring and Motivating People Support individuals in a non-judgemental way. Encourage Collaboration by ensuring members are encouraged and empowered to ask questions, express their opinions and views. Develop and maintain professional, open, and honest working relationships with hipages members. Act as a role model of good practice to all team members Positively and professionally represent and promote hipages and the service provided at all times. Work at all times in a positive and cooperative manner. Recognize, celebrate and reward team members achievements Provide leadership to the team acting as a positive role model at all times. Implement rewards and recognition programs suited for the sales campaign. Developing Talents Conducts goal-setting with the whole team. Ask about personal and professional goals regularly. Create a customizable skill development framework. Teach and improve product/process knowledge and soft skills in alignment with program strategy and in a way that compliments the attainment of various goals. Operating the Business Work in line with hipages mission vision values and DNA. Align employees and management with core values and goals. Values and goals need to be well communicated to team members. Maintain confidentiality at all times. Ensure that Managers and counterparts are kept fully informed of day-to-day developments within the team. Oversee and effectively communicate with the team updates, news rollouts, and any communications in a means by which the individual can understand the information being conveyed and maintain accurate and factual records at all times. Enforce schedule compliance and staffing Checks agent’s timesheet, plotted schedule, and fillings in a timely manner and prevents payroll disputes; identifies discrepancies, reports correction to HR/Finance/WF department, and monitors the status of correction to ensure that it has been effected. Attend internal and/or client meetings, calibration sessions, etc., and participate as necessary during the discussion. Managing Performance Give regular, thoughtful, honest, and constructive feedback to each individual team member Supervising and monitoring agents to ensure their performance is of a high standard. Analyzes performance data and establishes action plans to improve performance Hosts development planning and goal-setting discussions with agents and team leaders – LOB Scorecards and KPIs Identify performance gaps through reports or transaction monitoring and formulate effective and strategic performance improvement plans for development. Ensure agent transactions are aligned both with Quality Assurance objectives and targets, and client’s expectations.

Join the A-Team and experience the A-Life! Acquire Intelligence is an award-winning, global business outsourcer with 10,000 staff and over 16-years’ experience in delivering intelligent contact center and back-office functions for global businesses across many industries including telecommunications, banking and financial services, insurance, media, education and retail. We're an entrepreneurial business that is highly experienced in working with our partners to solve real-life problems quickly. A genuine partnership approach is at the heart of we do. Our teams are highly proficient in exceeding expectations, especially in situations where in-house teams may be typically challenged with the business processes of "big business." We have Class A offices in 14 locations across Australia, the Dominican Republic, the Philippines and the United States, as well as comprehensive Work-from-Home environments, where client-permitted. We're recognized as being Safe, Flexible and Innovative, giving our clients the capability to Outsource with confidence. As a dynamic organization with the ability to take your career to the next level, we're looking for strong candidates with BPO experience to join our growing team. We value our employees highly and, as such, offer excellent career development programs and competitive compensation and benefits packages. Acquire takes your privacy very seriously. The information collected through this site will only be processed with your prior consent and for the purpose of facilitating your employment opportunities. If you have provided consent and wish to withdraw it, you may click on the account settings and submit a request to delete your information. You may also inform us by writing to the address in the section on "Access Rights to Personal Data" or send us an email to [e-mail]. Please refer to our Privacy Policy at https://acquire.ai/ph/privacy-policy/