Outbound | Collections Supervisor

Operations Supervisor Outbound Collections

Work Location: Southwoods, Laguna

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

Employment Type: Full-Time

Start Date: ASAP

About 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

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Supervise and coach a team of outbound collections agents to meet or exceed performance targets.

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Conduct regular call monitoring, provide timely feedback, and ensure compliance with quality standards.

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Manage scheduling, attendance, and productivity to maintain optimal staffing and performance.

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Ensure full adherence to client expectations and internal key performance indicators (KPIs).

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Drive performance improvements through team coaching, reporting, and process reviews.

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Partner with internal teams and leadership to address operational challenges and implement solutions.

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Deliver performance reviews, create development plans, and promote career growth within the team.

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Maintain strict compliance with applicable collection regulations and company policies.

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Participate in client meetings, site visits, and reporting activities as necessary.

Qualifications

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Bachelors degree (4-year course) required

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Minimum 3 years of supervisory experience in a BPO or call center environment

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Must have hands-on experience in outbound collections

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Strong knowledge of debt collection laws (FDCPA, FCRA, HIPAA, etc.)

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Proven leadership, coaching, and team development skills

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Excellent communication and interpersonal abilities

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Proficiency in MS Office tools (Excel, Word) and familiarity with CRM or call center platforms

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Knowledge of Philippine labor laws and workforce management practices

• Must be willing to undergo 2 weeks of in-person training in BGC, Taguig

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Ability to work on-site in Southwoods, Laguna on a full-time basis

• Capable of sitting for extended periods and operating standard office equipment