Team Leader - Collections (Onsite)

Symbos CX; Pasig; On-site; PHP 480,000 - 720,000; Full time

Job summary

Symbos CX is seeking a Team Leader - Collections in Ortigas, Pasig on-site to guide a team of collections agents for an Australian client. You will drive collections targets, coach staff, and ensure compliant processes while managing escalations and quality outcomes.

Ideal candidates have 3–5 years in collections with 2+ years in a leadership role. Strong coaching, communication and data analytics skills are essential to improve team performance and customer experience.

Qualifications

• 3 to 5 years of collections, recoveries, accounts receivable or customer contact centre experience.
• At least 2 years in a Team Leader, Supervisor, Acting Team Leader or senior collections role.
• Strong coaching, people development and performance management skills.
• Ability to interpret performance data, identify trends and implement corrective action.

Responsibilities

• Lead, motivate and develop a team of Collections Agents / Specialists to achieve targets.
• Conduct coaching sessions, performance reviews and quality feedback discussions.
• Monitor daily, weekly and monthly performance against collections, productivity, quality and compliance metrics.
• Support escalated cases, complaints, disputes and vulnerable customer situations in line with process.
• Promote consistent process execution, accurate documentation and strong risk awareness.
• Prepare performance insights and partner with stakeholders to improve team outcomes.

Skills

Coaching

People development

Performance management

Data interpretation

Stakeholder management

Tools

SAP

CRM

Genesys

Case management

Job description

Symbos is an Australian-founded business delivering customer experience and operational solutions at global scale. We partner with organisations to build capable offshore teams that combine people, empathy and technology. We are hiring a Team Leader - Collections to support customer account operations for a leading Australian utilities and essential services provider.

About the Client

Our client is a leading Australian provider of electricity, gas, internet and mobile services. This role supports customer account activity, with a focus on compliant, empathetic and service-oriented collections and account resolution.

The Opportunity

As Team Leader - Collections, you will lead, coach and support a team of Collections Agents / Specialists to deliver collections, productivity, quality, compliance and customer experience outcomes. You will monitor performance, provide feedback, support escalations and help build a strong operating rhythm for the team.

What Sets This Role Apart

This is a hands-on leadership role where coaching, performance discipline and customer care are equally important. You will help shape team culture, guide frontline decision-making and ensure collections activity is delivered with consistency, empathy and compliance.

Key Responsibilities

• Lead, motivate and develop a team of Collections Agents / Specialists to achieve individual and team targets.
• Conduct coaching sessions, performance reviews and quality feedback discussions.
• Monitor daily, weekly and monthly performance against collections, productivity, quality and compliance metrics.
• Support escalated cases, complaints, disputes and vulnerable customer situations in line with process.
• Promote consistent process execution, accurate documentation and strong risk awareness.
• Prepare performance insights and partner with stakeholders to improve team outcomes.

What We’re Looking For

• 3 to 5 years of collections, recoveries, accounts receivable or customer contact centre experience.
• At least 2 years of experience in a Team Leader, Supervisor, Acting Team Leader or senior collections role.
• Strong coaching, people development and performance management skills.
• Ability to interpret performance data, identify trends and implement corrective action.
• Strong communication, stakeholder management, conflict management and problem-solving skills.
• Open to work onsite in Ortigas, Pasig City
• Willing to work on a dayshift schedule

Nice to Have

• Experience supporting Australian customers or clients.
• Experience in a BPO or contact centre environment.
• Background in utilities, banking, lending, credit cards, Buy Now Pay Later or third-party collections.
• Exposure to SAP, CRM, case management, collections platforms, Genesys, auto dialers, workforce or quality reporting tools.

Who This Role Suits

This role suits someone who enjoys leading from the floor, developing people and using data to improve results. You will thrive if you can balance team performance, customer experience and compliance while keeping the team focused, accountable and supported.

Application Process