Team Leader / Supervisor – Advanced Duty Collection (ADC)

Job Purpose To lead and manage a team of agents handling inbound/outbound calls and email communications, with a strong focus on driving fast and successful online payments via digital channels (e.g., payment links, portals, e-wallets), while ensuring compliance and positive customer experience.
Key Responsibilities
1. Team Leadership & Management
Supervise and lead a team of collections agents focused on digital payment recovery.
Coach agents on effective techniques to guide customers toward immediate online payment .
Conduct regular performance reviews, daily huddles, and real-time support.
Build a high-performance culture focused on speed of collection and digital adoption .
2. Digital Collections Execution
Drive collection activities through:
Inbound/outbound calls
Emails and digital communications

Ensure agents actively promote and assist customers in using online payment methods (e.g., payment links, QR codes, payment portals).
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