About the Company
Hi-Tech Smart Solutions is a digital contact center helping financial and lending companies across Southeast Asia work smarter and more efficiently. We focus on:
✔️ 24/7 high-efficiency operations
✔️ Cost-effective solutions
✔️ Zero complaints
✔️ 100% data security
We use smart tools like Virtual Voice Operators, automated dialing systems, omnichannel communication, and advanced analytics to keep clients connected, reduce credit risks, and optimize workforce efficiency.
About the Role
As Team Leader, you will be responsible in leading and handling team of collections specialists and expected to communicate with the company goals, task and projects to team members.
Team Leader must provide help to management, including trainings for new hires & tenured employees and coaching collection specialist on product/services and campaign changes. He keeps management updated on team performance and communicates concerns and policies among management and collection specialist.
Responsibilities
- Conducts team meetings to update members on best practices and continuing expectations.
- Controls the fulfilling of KPIs, determined by management by the members of the team hourly providing feedback about current performance and ways of improvement.
- Performs advanced and complex tasks in collections.
- Provides vision and leadership skills for collections specialists.
- Ensures compliance with all current, relevant, and applicable laws, regulations, rules, and guidelines (internal/external).
- Applies extensive knowledge of relevant field and of client's SLA to solve unique problems and questions from collection specialists and guide them all throughout.
- Ability to apply innovative strategies in collections.
- Demonstrates leadership qualities.
- Ability to effectively manage time, workload, and priorities.
- Has the ability and capability to train new hires for production and transfer skill/knowledge during training.
- Develop, prepare, and present training material, including presentation materials, videos, and Telepresence.
- Assist with troubleshooting and problem resolution, maintain customer satisfaction, and ensure proper service levels.
- Supervise the team and ensures that subordinates adhere to guidelines and regulations set by Bangko Sentral ng Pilipinas (BSP), FDCPA.
Qualifications
- With collections experience – leadership ability is the priority.
- At least 1 year of Team Lead, Supervisor experience in Collections preferably in a BPO set-up.
- Strong communication and interpersonal skills.
- Confident in motivating and managing different personalities.
- Good problem-solving and decision-making skills.
- Tech-savvy and comfortable using MS Office / reporting tools.
- Open to working on-site and flexible schedules.
