Collections Supervisor

4 weeks ago

Mandaluyong, Philippines AMG Collections Services Inc. Full time

About Us As part of our collections operations, we require a Collections Supervisor to oversee teams of collecting agents and ensure daily execution of collections strategy, quality, and performance under the Collections Manager. You will work closely with internal leadership and client stakeholders in fintech / banking to maintain service levels and collections goals. Key Responsibilities Supervise a team of collectors (inbound, outbound, field) to meet daily, weekly, and monthly collection targets. Monitor agent performance and metrics: calls made, PTPs, roll, broken promises, recoveries. Conduct coaching, side-by-side monitoring, calibration, and feedback to improve performance. Enforce adherence to collections policies, regulatory compliance, scripts, and quality standards. Handle escalations from agents or customers, including difficult or complex accounts. Assist with recruitment, onboarding, training of new collection agents. Support schedule planning, shift coverage, and staffing adjustments. Generate reports for the Manager / Leadership on team performance, issues, and opportunities. Participate in process improvement initiatives to streamline operations and enhance results. Coordinate with client / account teams for collections status, exceptions, or issues when required. Qualifications & Skills Experience / Education Bachelor’s degree preferred but not always required. 2 to 4 years of experience in collections or debt recovery roles. 1+ year experience in a supervisory / team lead role is preferred. Experience with finance, fintech, or banking accounts is a plus. Technical / Domain Skills Good understanding of collections cycles, delinquency buckets, PTP management. Proficient in spreadsheets (Excel), data entry, monitoring tools, reporting. Familiarity with collection systems, workflow, or dialers is advantageous. Leadership / Soft Skills Strong coaching, mentoring, feedback, motivation skills. Capable of handling pressure, deadlines, and multiple KPIs. Good communication skills, ability to lead by example. Analytical mindset and problem-solving ability. Ability to manage shifts, time, resources, and elevate appropriately. What We Offer Fixed salary + performance-based incentives. Health / insurance benefits. Career growth path from Supervisor → Manager → Head of Collections. Exposure to client relations, strategic collections operations, and high-impact portfolios. #J-18808-Ljbffr

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