Key Responsibilities:

Own and drive the team's daily, weekly, and monthly collections KPIs — PTP rate, liquidation, RPC, QA scores, AHT, and adherence.
Conduct real-time performance monitoring throughout each shift, providing in-the-moment guidance to associates on productivity and quality.
Review individual and team performance scorecards regularly and initiate corrective action plans (CAPs) for underperforming associates.
Analyze performance trends across the team and implement targeted interventions to address root causes of KPI gaps.
Prepare and present team performance reports to the Operations Manager on a daily, weekly, and monthly cadence.
Conduct structured one-on-one coaching sessions with each associate at a minimum bi-weekly frequency, using call recordings and data as inputs.
Build individual development plans for associates identifying strengths, improvement areas, and career growth pathways.
Facilitate Performance Improvement Plans (PIPs) for associates at risk, in collaboration with HR and the Operations Manager.
Recognize and reward top performers through nomination for incentive programs, awards, and internal promotion endorsement.
Monitor real-time process performance, daily productivity, and service level adherence throughout the shift.
Act as the first point of escalation for complex customer situations, regulatory complaints, and sensitive account handling beyond SME authority.
Ensure all team members adhere to client SOPs, call handling protocols, and compliance requirements at all times.
Represent the team in weekly or bi-weekly client operations review calls, providing performance updates and action plans.
Monitor compliance adherence across all team members - zero tolerance for policy / control violations, data privacy breaches, or unauthorized account adjustments.
Identify compliance or conduct risks early and escalate to the Operations Manager or Compliance team proactively.
Monitor team attrition closely identify early warning signs of disengagement and intervene with proactive retention measures.
Report attrition risk and headcount pipeline status to the Operations Manager on a regular basis.
Maintain accurate and up-to-date team trackers, performance dashboards, and compliance logs.
Identify operational inefficiencies and recommend process improvements to the Operations Manager.
Lead or contribute to cross-team projects, process standardization efforts, and client-initiated improvement programs.
Support the Operations Manager in preparing business review decks, governance reports, and capacity planning inputs

Qualifications & Requirements

Bachelor's degree in business administration, Finance, Communication, or a related field preferred.
Post-graduate studies or management certifications (e.g., Six Sigma /Green Belt, AI, RPA supervisory development programs) are an advantage.
Minimum 5 years of BPO experience with at least 3 years in a collections-specific role.
At least 1–2 years in a senior individual contributor, floor support, or acting supervisory capacity (SME, Senior PE, Acting TL, or equivalent).
Demonstrated experience managing or mentoring a group of associates
Proven consistent track record of top-tier KPI performance across tenure in collections.
Prior exposure to client-facing interactions, operations reporting, or performance governance preferred.

Cebu Collections Team Lead/Supervisor