Operations Supervisor

4 weeks ago

Biñan, Philippines TASQ Staffing Solutions Full time

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:
  • 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 (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
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