Collections Team Leader

Location: Onsite in Clark, Pampanga, Philippines

Company

hirify.global provides artificial intelligence, automation, cloud engineering, advanced analytics, and business process services for global brands.

What you will do

• Lead collections agents and monitor performance against account-specific KPIs, scorecards, quality assurance, compliance, revenue, retention, and satisfaction targets.
• Manage resource allocation, team schedules, daily performance tracking, and operational alignment with client goals.
• Conduct weekly one-on-one coaching sessions, provide constructive feedback, and motivate agents through tailored development plans.
• Develop performance improvement plans and implement corrective actions for underperforming agents.
• Prepare performance reports for leadership, identify trends and gaps, and recommend action plans.
• Use root cause analysis to address performance bottlenecks and optimize workflows.

Requirements

• At least two years of experience as a Team Leader handling collections for a banking and financial campaign.
• Strong analytical skills with the ability to interpret data, identify trends, and suggest improvements.
• Strong verbal and written communication skills.
• Ability to work in a fast-paced environment and build professional rapport with employees and team members.
• Willingness to work onsite in Clark, Pampanga.

Culture & Benefits

• Collaborative work environment focused on operational excellence and team performance.
• Opportunities to recommend training and support professional growth.
• Work involves structured performance coaching, recognition, and continuous improvement.