Team Leader / Supervisor – Advance Duty Collection (ADC)

DHL Express


Date: 3 hours ago
City: Petaling Jaya
Contract type: Full time
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 agents actively promote and assist customers in using online payment methods (e.g., payment links, QR codes, payment portals).
  • Maximize same-day / immediate payment conversion.
  • Monitor follow-ups on unpaid invoices to accelerate cash flow.
  • Performance Management
  • Manage and track KPIs such as:
    • Online payment conversion rate
    • Same-day collection rate
    • Promise-to-pay (PTP) vs actual payment
    • Email response effectiveness
  • Identify opportunities to improve digital payment success rates.
  • Implement action plans to close performance gaps.
  • Customer Engagement & Payment Facilitation
  • Ensure agents clearly explain how to complete online payments step-by-step.
  • Support handling of customer objections related to digital payments (e.g., trust, access, technical issues).
  • Handle escalations and negotiate payment solutions when needed.
  • Ensure a balance between firm collections approach and customer experience.
  • Quality Assurance & Compliance
  • Ensure all interactions comply with regulatory and company policies.
  • Monitor calls and email communications to ensure:
    • Clear instructions for online payment
    • Professional tone
    • Compliance with collection practices
  • Provide feedback and targeted coaching.
  • Process & Digital Optimization
  • Identify gaps in digital payment processes (e.g., broken links, user experience issues).
  • Work with internal teams (IT, Finance, Product) to improve:
    • Payment link usability
    • Customer journey for online payments
  • Promote automation and digital tools to reduce manual follow-ups.
  • Reporting & Insights
  • Prepare reports on:
    • Digital payment adoption
    • Conversion rates
    • Collection efficiency
  • Analyze customer behavior to identify barriers to online payment.
  • Recommend strategies to improve straight-through digital collections.

Skills & Competencies


  • Strong leadership and coaching ability
  • Excellent negotiation and influencing skills
  • Strong focus on driving immediate online payments
  • Good understanding of digital payment methods and customer behavior
  • Analytical mindset with KPI-driven approach
  • Ability to handle escalations and challenging conversations
  • Familiarity with CRM systems, dialers, and payment platforms


Key KPIs


  • Online payment conversion rate
  • Same-day / immediate payment rate
  • Collection recovery rate
  • Agent productivity and utilization
  • Quality and compliance scores

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