Team Manager – Collections

About the role

The Team Manager – Collections leads a group of technical support agents handling collection‑related calls. The role focuses on meeting performance targets, maintaining service quality, and ensuring a motivated team.

Key responsibilities

• Provide direction and guidance to guarantee consistent achievement of key performance metrics.
• Achieve, measure, report and communicate metric goal attainment for the assigned team.
• Ensure accurate and timely communication of client and campaign issues to the Operations Manager.
• Maintain professional handling of all inbound calls and meet call‑monitoring targets each week.
• Coach, mentor and develop agents for skill expansion and promotional opportunities.
• Monitor, identify and resolve performance, behavior or attendance issues using prescribed performance‑management techniques.
• Maintain up‑to‑date employee records for all direct reports.
• Provide subject‑matter expertise and ensure training needs of subordinates are met.
• Modify operations as needed, under supervision, to meet service‑level agreements.
• Resolve escalated customer issues and hold regular team meetings with direct reports.

Required profile

• Minimum of 1 year experience in a related field, preferably in technical support.
• At least 1 year of supervisory experience in a BPO setting.
• Up‑to‑date management skills and solid understanding of employee motivation and key performance indicators.
• Willingness to work on‑site at the Cyberpark location.
• Ability to start immediately.