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

• 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.

• Digital Collections Execution

  • Drive collection activities through:
    • Inbound/outbound calls
    • Emails and digital communications
  • Ensure agent...