Operations Supervisor

5 days ago

Biñan, Philippines TASQ Staffing Solutions Full time

Operations Supervisor - Outbound Collections (Laguna) | Onsite Job Openings Operations Supervisor - Outbound Collections (Laguna) | Onsite About the job Operations Supervisor - Outbound Collections (Laguna) | Onsite 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: 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 #J-18808-Ljbffr

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