The Collections Team Leader plays a pivotal role in ensuring team performance, alignment with organizational goals, and maintaining an effective and collaborative work environment. This individual serves as a bridge between team members and management, driving operational excellence, fostering motivation, and delivering results.
- Oversee agent adherence to KPIs such as Shrinkage, Productivity, Agent Scorecard, Quality Assurance (QA) scores and Compliance.
- Manage agent scorecards to ensure performance targets are met.
- Ensure appropriate resource allocation and manage team schedules.
- Address individual and team-level challenges effectively.
- Maintain agent compliance with company and account-specific policies, including regulatory requirements.
- Conduct weekly 1-on-1 sessions with agents to review individual performance metrics and provide tailored coaching and all sessions should be uploaded to SQMS.
- Develop and execute performance improvement plans (PIP) for underperforming agents.
- Identify training needs and recommend skill enhancement programs.
- Promote professional growth by recommending training programs and providing constructive feedback.
- Motivate team members to achieve their goals through tailored coaching and recognition.
- Track daily, weekly, and monthly team performance against account-specific goals.
- Identify performance gaps and implement corrective action plans.
- Create and share performance reports with leadership, identifying trends and action points.
- Ensure alignment with account targets and strategies.
- Utilize root cause analysis to address performance bottlenecks and optimize workflows.
Primary Focus Areas:
- Ensuring team performance aligns with account-specific KPIs. Team and Agent Scorecard – RPC% (20%), Urgency to RPC% (30%), Urgency Dollars/RPC% (20%), Absolute count of Urgency (30%)
- Driving the team to contribute to site rankings through consistent high performance. Client KPIs – Roll Rates, Cured Dollars and two months average Roll Rates.
- Delivering results that meet or exceed monthly client goals, including revenue (Market Share), retention, and satisfaction metrics.
Our most successful candidates will have:
- At least two years of experience as a Team Leader handling Collections - Banking and Financial campaign.
- Be able to work in a fast-paced environment.
- Be pro-active in developing trust and professional rapport with employees and team members; work as a team-player.
- Have strong analytical skills; be able to interpret data, identify trends, and make suggestions for improvements.
- Have strong verbal and written communication skills; be able to communicate in a clear, constructive, and professional manner.
- Amenable working onsite in Clark, Pampanga.
About Sutherland
Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.
We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.
We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.
For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.
Sutherland
Unlocking digital performance. Delivering measurable results.