Work Experience
- At least 2-3 years of experience in collections or related customer service roles.
- 1+ years of leadership experience (e.g., as a senior agent, quality analyst, or acting TL).
Key Skills & Competencies
- Strong knowledge of collections strategies and regulations (e.g., FDCPA, local debt collection laws).
- Excellent communication and negotiation skills.
- Ability to coach and mentor agents to improve performance.
- Strong analytical skills – able to interpret data and create action plans.
- Time management and the ability to work under pressure.
- Conflict resolution and problem-solving abilities.
- Familiarity with collections software/CRM systems (e.g., Dialer systems, Salesforce, etc.).
Leadership & People Management
- Proven ability to motivate and manage a team toward achieving KPIs.
- Experience in conducting performance evaluations and giving constructive feedback.
- Capable of handling escalations and sensitive customer issues professionally.
- Demonstrated ability to drive team engagement and promote a positive working culture.
Results-Driven
- Track record of meeting or exceeding collections targets.
- Able to monitor and analyze individual and team productivity and quality metrics.
Optional but Valuable:
- Certifications in leadership, customer service, or collections.
- Experience working in BPO or financial institutions.
- Basic understanding of credit and lending principles.
Job Type: Full-time
Pay: Php18,000.00 - Php20,000.00 per month
Benefits:
- Flexible schedule
- Paid training
- Pay raise
Schedule:
- 8 hour shift
Supplemental Pay:
- 13th month salary
- Yearly bonus
Work Location: In person
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