
Outbound | Collections Supervisor
23 hours ago
Overview
Operations Supervisor Outbound Collections
Work Location: Southwoods, Laguna
Training Location: BGC, Taguig (2 weeks, candidate's expense)
Employment Type: Full-Time
Start Date: ASAP
We are seeking a results-oriented Operations Supervisor with a solid BPO supervisory background and proven outbound collections experience. The successful candidate will lead a high-performing team and is expected to begin immediately. A 2-week on-site training program in BGC, Taguig is required, to be covered at the candidate's expense.
Responsibilities- Supervise and coach a team of outbound collections agents to meet or exceed performance targets.
- Conduct regular call monitoring, provide timely feedback, and ensure compliance with quality standards.
- Manage scheduling, attendance, and productivity to maintain optimal staffing and performance.
- Ensure full adherence to client expectations and internal key performance indicators (KPIs).
- Drive performance improvements through team coaching, reporting, and process reviews.
- Partner with internal teams and leadership to address operational challenges and implement solutions.
- Deliver performance reviews, create development plans, and promote career growth within the team.
- Maintain strict compliance with applicable collection regulations and company policies.
- Participate in client meetings, site visits, and reporting activities as necessary.
- Bachelors degree (4-year course) required
- Minimum 3 years of supervisory experience in a BPO or call center environment
- Must have hands-on experience in outbound collections
- Strong knowledge of debt collection laws (FDCPA, FCRA, HIPAA, etc.)
- Proven leadership, coaching, and team development skills
- Excellent communication and interpersonal abilities
- Proficiency in MS Office tools (Excel, Word) and familiarity with CRM or call center platforms
- Knowledge of Philippine labor laws and workforce management practices
- Must be willing to undergo 2 weeks of in-person training in BGC, Taguig
- Ability to work on-site in Southwoods, Laguna on a full-time basis
- Capable of sitting for extended periods and operating standard office equipment
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