Deskripsi Pekerjaan
Are you an experienced BPO Team Lead looking for your next challenge in the financial services sector? Moder Solutions Inc. is seeking a dynamic, results-driven Team Lead to oversee our Billing and Collections department in Alabang. In this critical role, you will lead a team of dedicated customer service and collection specialists to achieve performance targets, maintain compliance standards, and ensure exceptional service delivery.
As a leader within our organization, you will foster a culture of accountability, continuous improvement, and professional growth. We are looking for someone who excels at coaching and mentoring, has a deep understanding of billing cycles and collection KPIs, and thrives in a fast-paced onsite environment.
Tanggung Jawab
- Lead, coach, and mentor a team of collection specialists to ensure performance targets and quality standards are met.
- Monitor daily, weekly, and monthly collection metrics to identify trends and implement effective strategies.
- Conduct regular performance reviews and provide actionable feedback to enhance individual and team productivity.
- Manage escalated billing disputes and resolve complex account issues with a focus on customer retention and satisfaction.
- Ensure full adherence to company policies, industry regulations, and data security protocols.
- Develop and implement performance improvement plans (PIPs) for team members not meeting established KPIs.
- Prepare comprehensive reports for management regarding team performance, revenue collection, and department efficiency.
Kualifikasi
- Minimum of 2-3 years of experience as a Team Lead in a BPO environment, specifically within Billing & Collections.
- Strong understanding of end-to-end billing cycles, dunning processes, and debt recovery strategies.
- Exceptional leadership, communication, and conflict-resolution skills.
- Proficiency in CRM tools and billing software, along with advanced MS Excel capabilities.
- Proven ability to thrive in a high-pressure, metrics-driven environment.
- Ability to work onsite in Alabang, Metro Manila.
- Strong analytical mindset with a focus on process optimization and operational excellence.