Operations Supervisor

4 days ago

Biñan, Philippines TASQ Staffing Solutions Full time

About the job: Operations Supervisor - Outbound Collections (Laguna) | Onsite
Work Location: Southwoods, Laguna

Training Location: BGC, Taguig (2 weeks, candidate's 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:
Bachelor's 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 (candidate's 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. Operations Supervisor - Outbound Collections (Laguna)

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