Operations Supervisor - Outbound Collections
Operations Supervisor - Outbound Collections
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Work Location: Southwoods Laguna
Training Location: BGC Taguig (2 weeks candidates expense)
Employment Type: Full-Time
Start Date: ASAP
Commission: Uncapped
HMO Coverage: Day 1
Responsibilities:
- Supervise and coach a team of outbound collections agents to achieve performance targets.
- Monitor calls and performance using speech analytics side-by-side coaching and quality scorecards.
- Manage team scheduling attendance productivity and PTO to maintain optimal staffing levels.
- Drive adherence to client expectations and internal KPIs related to call quality compliance and revenue.
- Collaborate with internal departments and leadership to implement process improvements.
- Lead performance reviews and development plans to support agent growth and retention.
- Analyze reports and implement action plans to address performance gaps.
- Ensure compliance with collection regulations and company policies.
- Participate in client visits reporting and business reviews as needed.
Qualifications:
- Bachelors degree (4-year course) required
- At least 3 years of experience as a supervisor in a BPO/Call Center environment
- Must have direct experience in outbound collections
- Strong understanding of collection laws (FDCPA FCRA HIPAA etc.)
- Solid leadership coaching and team development skills
- Proficiency in MS Office tools (Excel Word) and familiarity with CRM/call center systems
- Knowledge of Philippine labor laws and BPO workforce practices
- Excellent verbal and written communication skills
Work Conditions & Requirements:
- Willing to undergo 2 weeks of in-person training in BGC Taguig (candidates expense)
- Must be able to sit for extended periods and use standard office equipment
- Able to communicate effectively with consumers clients and internal staff
- Reasonable accommodations provided for qualified individuals with disabilities
Employment Type
Full Time
