Team Lead (MANILA) | Collections Account

TDCX Philippines; Metro Manila; Presencial; PHP 446.000 - 781.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive remuneration

Comprehensive medical coverage

World-class workspaces

Flexible working arrangements

Learning and development plans

Performance incentives

Descripción de la vacante

TDCX Philippines is seeking an experienced Team Lead to manage a frontline Collections team up to 15 members. You will coach, monitor KPIs and SLAs, and ensure peak-volume performance while maintaining high engagement and team collaboration.

You will also communicate directions, develop staff for growth, and contribute insights for process improvements. The role requires strong English, analytical skills, and MS Office proficiency.

Formación

• High school diploma or equivalent required
• 3–5 years’ experience in BPO Voice Collections, Team Lead/Supervisor capacity
• Demonstrated strong analytical, critical-thinking, and mathematical problem-solving skills
• Excellent written and verbal English with proven negotiation ability
• High attention to detail and strong organizational skills
• Advanced computer proficiency, including Microsoft Office
• Typing speed of at least 40 wpm at 90% accuracy

Responsabilidades

• Lead a team of up to 15 frontline Collection Specialists.
• Coach direct reports for awareness and continuous improvement and ensure smooth handling during peak volumes.
• Monitor global performance to ensure KPI and SLA adherence.
• Maintain high engagement among self and team.
• Ensure each team member is collaborative, supportive, and high performing.
• Communicate direction and develop team members to support career growth.
• Handle day-to-day management tasks as required by the organization.
• Share relevant operations trends and insights with management.
• Provide structured feedback and recommendations for tool and process improvements continually.
• Support internship progression and advocate for continuous learning after internships.
• Perform ground-level or front-line tasks as needed.
• Live and breathe the client organization and company values.
• Calibrate and strengthen product/solution expertise.
• Cascade market targets to front-line teams.
• Monitor performance to ensure KPI/SLA adherence.
• Partner with global stakeholders to align Sales and Marketing Operations strategies.

Conocimientos

Team leadership

Analytical thinking

Communication skills

Negotiation

Attention to detail

Microsoft Office

Typing speed 40 wpm

Educación

High school diploma (required)

Bachelor’s degree preferred

Herramientas

MS Office Suite

Descripción del empleo

Enable your future

At TDCX, we believe that every career move should propel you forward. Work alongside innovative teams, support the growth of the world’s most forward-thinking brands, and explore what’s possible when human expertise meets technology. Together, we’ll enable the future — starting with yours.

Top reasons to work with TDCX

• Competitive remuneration, great perks, and performance incentives

• Comprehensive medical, insurance, or social security coverage

• World-class workspaces

• Engaging activities and recognition programs

• Strong learning and development plans for your career growth

• Positive work culture that enables your future

• Easy to locate area with direct access to public transport

• Flexible working arrangements

• Be coached and mentored by experts in your field

• Join a global company, winner of hundreds of industry awards

What is your mission?

• Build, train, manage, and motivate a team of up to 15 frontline Collection Specialist.

• Eagerly coach all direct reports for awareness and constant improvement and ensure smooth handling during peak volumes.

• Monitor global performance to ensure KPI and SLA adherence.

• Maintain high engagement amongst self and the team.

• Ensure that each team member is collaborative, supportive, and high performing.

• Communicate direction and develop team members to support career growth.

• Keep up with day-to-day management tasks as required by TDCX PH.

• Share relevant operations trends and insights with TDCX PH management.

• Provide structured feedback and recommendations for tool and process improvements on an ongoing basis.

• Proactively drive progress in internship journey and continue being a proponent for continuous learning after the internship period.

• Willingness to perform ground-level and/or front-liner tasks as deemed necessary; and,

• Live and breathe the client organization and TDCX’s core values and beliefs.

• Facilitate calibrations and strengthen SAP product and solution expertise.

• Cascade market targets and performance expectations to front-line teams.

• Monitor global performance to ensure KPI and SLA adherence

• Facilitate calibrations and strengthen SAP product and solution expertise.

• Partner with global stakeholders to align Sales and Marketing Operations strategies.

• Any other duties and responsibilities that may be assigned to you by the management from time to time, within your nature/classification of employment in the organization and as may be deemed necessary by the company in its evolving business exigencies and requirements.
  

Who are we looking for?

• High school diploma or equivalent required; University degree preferred but not required

• 3 to 5 years' experience in BPO Voice Collections, Team Lead/Supervisor capacity that can demonstrate supervision and team handling in a collection's setup.

• Demonstrated strong analytical, critical-thinking, and mathematical problem-solving skills

• Excellent written and verbal communication skills in English, with proven negotiation ability

• High level of attention to detail and strong organizational skills

• Advanced computer proficiency, including Microsoft Office (Excel, Word, Outlook, PowerPoint, and Access)

• Proven ability to handle sensitive and confidential information with professionalism and integrity

• Typing speed of at least 40 wpm at 90% accuracy.