Tele Collections Team Leader

City Savings Bank, Inc.; Pasig; On-site; PHP 670,000 - 893,000; Full time

Job summary

City Savings Bank, Inc. in Metro Manila is seeking a Tele Collectors team supervisor to lead daily operations, set targets, monitor performance, and drive improvements in recovery rates.

You will coach, mentor, and train collectors, review performance, ensure compliance with policies, and maintain thorough documentation of all interactions with clients. Strong leadership and communication are essential.

Responsibilities

• Directly supervise and manage a team of Tele Collectors.
• Set and monitor daily and weekly collection targets and performance metrics.
• Analyze team performance data and implement strategies to improve efficiency and recovery rates.
• Ensure adherence to established tele-collection processes, legal guidelines, and company policies within their team.
• Provide coaching, mentoring, and on-the-job training to Tele Collectors to enhance their telephone-based collection skills and knowledge.
• Monitor and manage problem accounts handled by their team members, ensuring appropriate escalation and resolution.
• Review and approve daily and weekly reports submitted by Tele Collectors.
• Conduct regular performance evaluations of Tele Collectors.
• Monitor call quality and provide feedback to Tele Collectors to improve communication and negotiation skills.
• Ensure the proper documentation of all tele-collection activities and client interactions.
• Motivate and lead team members through fair and effective leadership. Conduct regular coaching sessions with collectors to improve performance, address challenges, and reinforce best practices.
• Develop in terms of training for skills and personal development.
• Understands employees’ benefits and complies with company policies.
• Responsible for performing excellent customer service to all clients according to the established standards.
• Understands and complies with Audit, Risk, Information Security and Compliance policies as well as government and regulatory policies and procedures and ensures that his/her team understands and complies with it as well.
• Responsible for providing the Head Office support teams with the needed resources for validation engagements as well as implementing agreed action plans in support of this.
• Responsible for providing data and support to any Head Office support team.
• Ensure account escalations and accounts for special handling are being handled immediately within their team.
• Performs all other duties and responsibilities as may be assigned by the Early Head or Mid/Back End Head.
• Performs tasks assigned from time to time by the supervisor or management, adapting to changing priorities and operational needs.

Skills

Team management

Coaching

Performance monitoring

Tele collection

Documentation

Training

Communication

Job description

• Directly supervise and manage a team of Tele Collectors.
• Set and monitor daily and weekly collection targets and performance metrics for their team members.
• Analyze team performance data and implement strategies to improve individual and team tele-collection efficiency and recovery rates.
• Ensure adherence to established tele-collection processes, legal guidelines, and company policies within their team.
• Provide coaching, mentoring, and on-the-job training to Tele Collectors to enhance their telephone-based collection skills and knowledge.
• Monitor and manage problem accounts handled by their team members, ensuring appropriate escalation and resolution.
• Review and approve daily and weekly reports submitted by Tele Collectors.
• Conduct regular performance evaluations of Tele Collectors.
• Monitor call quality and provide feedback to Tele Collectors to improve communication and negotiation skills.
• Ensure the proper documentation of all tele-collection activities and client interactions.
• Motivate and lead team members through fair and effective leadership. Conduct regular coaching sessions with collectors to improve performance, address challenges, and reinforce best practices.

Other Duties:

• Responsible for his/her own development in terms of training for skills and personal development.
• Understands employees’ benefits and complies with company policies.
• Responsible for performing excellent customer service to all clients according to the established standards.
• Understands and complies with Audit, Risk, Information Security and Compliance policies as well as government and regulatory policies and procedures and ensures that his/her team understands and complies with it as well.
• Responsible for providing the Head Office support teams with the needed resources for validation engagements as well as implementing agreed action plans in support of this.
• Responsible for providing data and support to any Head Office support team.
• Ensure account escalations and accounts for special handling are being handled immediately within their team.
• Performs all other duties and responsibilities as may be assigned by the Early Head or Mid/Back End Head.
• Performs tasks assigned from time to time by the supervisor or management, adapting to changing priorities and operational needs.