Collections Team Lead

Wipro Limited is a leading technology services and consulting company dedicated to developing innovative solutions that cater to clients" most intricate digital transformation requirements. With a comprehensive portfolio encompassing consulting, design, engineering, and operations, we assist clients in achieving their most ambitious goals and establishing sustainable and future-ready businesses. Our global presence spans over 65 countries with a workforce of more than 230,000 employees and business partners, committed to supporting our customers, colleagues, and communities in navigating the ever-evolving landscape of the modern world. Join our team in an Onsite work setup at SM North, Quezon City, focusing on Collections. As a part of this dynamic environment, your key responsibilities will include: - Bringing in strong experience in BPO Collections Operations and effectively managing SLA, KPIs, and project deliverables - Ensuring customer financial needs are met by providing an exceptional customer experience through direct interaction with team members and customers - Coaching and managing a team of 15-20 members to handle customer inquiries and issues efficiently - Identifying, managing, and escalating risks in collaboration with management and team members - Monitoring interactions to guarantee the provision of accurate information and adherence to approved practices - Cultivating a positive and productive work environment, fostering relationships with business partners - Leveraging business metrics for guiding team member coaching and performance management - Resolving routine and escalated problems, making informed decisions, and recommending actions to top-level management - Keeping team members updated with capabilities and knowledge aligned with customer expectations - Assisting in employment decisions, setting performance standards, training staff, and conducting performance evaluations - Conducting budgetary analysis, reports, or special projects as requested by business partners and senior management - Delivering on promises in line with customer expectations and achieving individual key performance indicators while ensuring operational risk control and compliance - Demonstrating procedure-driven judgment to find optimal solutions to issues - Thriving in a fast-paced, collaborative environment that values accuracy, multitasking, and effective communication - Being prepared to handle escalation calls when necessary To qualify for this role, you should have: - Completed 2nd year of college/Bachelor's Degree - Minimum of 2 years of experience as a Team Lead in a collections line of business within a call center environment - Proficiency in managing collections SLAs/KPIs - Preferably, knowledge of U.S. federal laws related to collections handling - Familiarity with MS Excel tools for reporting purposes In addition to a challenging and rewarding work environment, we offer benefits such as 20% Night Differential, HMO coverage from Day One, and ample opportunities for career growth. If you are passionate about reinvention and aspire to be part of a forward-thinking organization, join us at Wipro to realize your ambitions and contribute to building a modern and innovative future. We welcome applications from individuals with disabilities.,