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Team Leader - UK Financial Collections (Quezon City) | Onsite at Tasq Staffing Solutions, Inc.

Quezon City, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

04 Jun, 26

Salary

0.0

Posted On

06 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Team Handling, Collection Operations, Performance Management, Quality Control, Coaching, Mentoring, Attrition Reduction, Conflict Resolution, SLA Management, AHT Management, CSAT Improvement, FCR Improvement, QA Monitoring, Root Cause Analysis, Shrinkage Control, Employee Engagement

Industry

Staffing and Recruiting

Description

Start Date: 30-Mar Type of Support: Voice Work Arrangement: 100% Onsite ( Quezon City) Nature of the Account: UK Financial Customer Service Shift Schedule | Rest days: Shifting schedules, UK time Educational Requirement: Graduate of Bachelor's Degree Work Experience: Minimum 2 years of work experience in collection operations and Team Handling Exposure to UK Banking / Collections Sound knowledge about collections domain and understanding of the process and bucket flows Experience in collections team management and familiar with the data and reports pertaining to collections Understanding of collections terminologies, guidelines and laws. Responsibilities: Team Performance & Productivity (KPIs): Ensuring the team meets service level agreements (SLAs), Average Handle Time (AHT), Customer Satisfaction (CSAT) scores, First Call Resolution (FCR), and Quality Assurance (QA) scores. Quality Control & Compliance: Monitoring call/chat quality, providing feedback, conducting root cause analysis (RCA) on errors, and ensuring adherence to compliance and security policies Agent Coaching & Development: Conducting regular one-on-one sessions, training, mentoring, and developing action plans to improve underperformers. Operational Management & Shrinkage Control: Managing daily attendance, break schedules, and login hours to minimize shrinkage and ensure optimal staffing levels. Employee Retention & Engagement: Managing team morale, reducing attrition, resolving internal conflicts, and fostering a positive work environment. #TASQCorp

Responsibilities

The role involves ensuring the team meets key performance indicators (KPIs) related to service levels, handle time, customer satisfaction, and quality assurance. Responsibilities also include monitoring quality, coaching agents, managing daily operations like attendance, and focusing on employee retention and engagement.