Outbound
- San Pedro, Laguna
- Permanent
- Full-time
Training Location: BGC, Taguig (2 weeks, candidate's expense)
Employment Type: Full-Time
Start Date: ASAPAbout the Role:We are seeking a results-oriented Operations Supervisor with a solid BPO supervisory background and proven outbound collections experience. The successful candidate will lead a high-performing team and is expected to begin immediately. A 2-week on-site training program in BGC, Taguig is required, to be covered at the candidate's expense.Key Responsibilities:Supervise and coach a team of outbound collections agents to meet or exceed performance targets.Conduct regular call monitoring, provide timely feedback, and ensure compliance with quality standards.Manage scheduling, attendance, and productivity to maintain optimal staffing and performance.Ensure full adherence to client expectations and internal key performance indicators (KPIs).Drive performance improvements through team coaching, reporting, and process reviews.Partner with internal teams and leadership to address operational challenges and implement solutions.Deliver performance reviews, create development plans, and promote career growth within the team.Maintain strict compliance with applicable collection regulations and company policies.Participate in client meetings, site visits, and reporting activities as necessary.Qualifications:Bachelors degree (4-year course) requiredMinimum 3 years of supervisory experience in a BPO or call center environmentMust have hands-on experience in outbound collectionsStrong knowledge of debt collection laws (FDCPA, FCRA, HIPAA, etc.)Proven leadership, coaching, and team development skillsExcellent communication and interpersonal abilitiesProficiency in MS Office tools (Excel, Word) and familiarity with CRM or call center platformsKnowledge of Philippine labor laws and workforce management practices * Must be willing to undergo 2 weeks of in-person training in BGC, TaguigAbility to work on-site in Southwoods, Laguna on a full-time basis * Capable of sitting for extended periods and operating standard office equipment