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Senior Collections Operations Manager

1 week ago

Quezon City, National Capital Region, Philippines BEST CAREERS AND OPPORTUNITIES Full time
Job Summary

The Senior Collections Operations Manager is responsible for managing a team of customer service representatives who handle inbound and outbound calls to delinquent customers. The successful candidate will have experience in BPO collections operations, managing SLAs, KPIs, and project deliverables.

Main Responsibilities:
  • Coach and manage team members to ensure customer financial needs are met through a best-in-class customer experience.
  • Maintain accurate records and reports for business metrics to guide coaching and performance management.
  • Escalate routine and some complex problems, exercising judgment in making override decisions or recommending action to top-level management.
  • Ensure team capabilities and knowledge keep pace with customer expectations.

Requirements:
  • At least 2 years of college completion.
  • 2-4 years of contact center experience.
  • Min 2 years of work experience in collection operations and team handling.