Deskripsi Pekerjaan
Join eClerx as a Team Leader for our Collections Voice team and drive exceptional performance in a dynamic collections environment. This critical leadership role requires you to mentor a high-performing team of collection agents, ensuring they achieve key targets while maintaining excellent customer experiences. As a night shift position based in Alabang, you'll be instrumental in optimizing collection strategies, coaching agents on best practices, and fostering a results-oriented culture. You'll leverage data analytics to identify improvement opportunities, implement performance enhancement initiatives, and ensure compliance with regulatory standards. This role offers the chance to develop your leadership skills in a fast-paced setting while contributing to eClerx's reputation for delivering outstanding service excellence.
Tanggung Jawab
- Lead, coach, and mentor a team of collection agents to exceed performance targets
- Monitor and analyze team metrics including call quality, collection rates, and customer satisfaction
- Develop and implement strategies to improve collections effectiveness and agent productivity
- Provide real-time feedback and coaching to agents during and after calls
- Ensure adherence to company policies, compliance standards, and regulatory requirements
- Foster a positive team culture through motivation, recognition, and conflict resolution
- Collaborate with cross-functional teams to optimize collections workflows
- Handle escalated customer issues and provide effective solutions
Kualifikasi
- Minimum 2 years of team leadership experience in collections or customer service
- Strong knowledge of collections processes, debt recovery strategies, and regulatory compliance
- Excellent communication, coaching, and interpersonal skills
- Proven ability to analyze performance data and implement improvement plans
- Proficiency with CRM systems and call center software (e.g., Salesforce, Genesys)
- Ability to work independently and make data-driven decisions
- Strong problem-solving skills with attention to detail
- Must be available for night shift (8 PM - 5 AM) and on-site in Alabang