Operations Supervisor - Outbound Collections

Work Location: Southwoods, Laguna 

Training Location: BGC, Taguig (2 weeks, candidate's expense)

Employment Type: Full-Time 

Start Date: ASAP

Commission: Uncapped

HMO Coverage: Day 1

Responsibilities:

• 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.

Qualifications:

• 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

Work Conditions & Requirements:

• 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