Collections Workforce Specialist

About GoTyme

GoTyme is a joint venture between the Gokongwei Group, one of the biggest conglomerates in the Philippines, and the Singapore-headquartered digital banking group Tyme. This venture combines the trusted Gokongwei brand, customer base, and distribution ecosystem with Tyme’s globally proven digital banking technology and hands-on experience building South Africa’s leading digital bank, TymeBank, one of the fastest-growing digital banks in the world today.

At GoTyme, we have embarked on a journey to democratize financial services and bring next-level banking to the Philippines. We seek individuals who share our belief that the game is worth changing, to join our growing team of GoTymers as we build, launch, and scale a bank that empowers all Filipinos to navigate a path to financial freedom.

About the role

The Collections Workforce Specialist is responsible for managing dialer and CRM operations, workforce planning, communications systems, and performance monitoring to support Collections and Lending targets. The role ensures campaign execution, system reliability, and operational reporting while maintaining compliance standards.

• Manage and optimize outbound/inbound dialer campaigns including list uploads, segmentation, pacing, and penetration strategies.
• Monitor daily dialer performance metrics (contact rate, RPC, PTP, abandonment rate) and adjust strategies as needed.
• Provide volume inputs & operational assumptions to Operational Excellence
• Develop and maintain agent schedules to ensure adequate coverage and productivity.
• Monitor real-time adherence, shrinkage, and queue performance; perform intraday staffing adjustments.
• Oversee SMS, email, and digital communications deployment within collections systems.
• Track and analyze agent productivity and collections KPIs; provide regular performance reports to Operations.
• Manage ticketing system for dialer, workforce, and system-related concerns; ensure resolution within SLA.
• Ensure compliance with regulatory call attempt rules, contact windows, and internal policies.
• Recommend and implement process improvements to enhance efficiency, recovery rates, and system performance.

• Bachelors Degree (Preferred Computer, IT, Mathematics related course but not required)
• At least 2 years experience in Dialer Operations, Collections Management Systems, Workforce Management and Collections Support.
• Hands-on experience with dialer systems (Genesys, Volare, Avaya, Lgorithm or similar)
• Advanced Excel & Data Proficiency
• Dialer System Configuration & Optimization
• Workforce Planning & Forecasting Capability
• Performance Metrics Interpretation
• System & Ticket Management Proficiency
• Compliance Awareness in Collections Operations