Team Leader Desk Collection

Key Responsibilities

• Lead, coach, and develop a team of Desk Collection Agents to consistently achieve collection targets.
• Monitor daily team performance, productivity, attendance, and quality to ensure operational excellence.
• Analyze collection performance and identify opportunities for improvement through data-driven decisions.
• Conduct regular coaching, performance reviews, and one-on-one feedback sessions to improve individual and team performance.
• Develop action plans for underperforming agents and monitor improvement progress.
• Ensure all collection activities comply with company SOP, regulations, and quality standards.
• Collaborate with Supervisor, Quality Assurance, Training, Workforce Management, and other departments to optimize collection performance.
• Foster a positive, collaborative, and high-performance team culture.

Requirements

• Minimum 1 years of experience as a Team Leader in Desk Collection.

• Proven experience leading collection teams and achieving performance targets.

• Strong understanding of collection operations, collection strategies, and regulatory compliance.

• Excellent leadership, coaching, and people management skills.

• Strong analytical thinking with the ability to interpret performance data and make strategic decisions.

• Proficient in Microsoft Excel (Pivot Table, VLOOKUP/XLOOKUP, basic data analysis).

• Excellent communication, problem-solving, and decision making skills.

• Able to work in a fast paced, target driven environment.

• AFPI certification or equivalent certification is a plus.