Operations Supervisor - Outbound Collections
- Biñán, Laguna
- Permanent
- Full-time
- 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.
- 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
- 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