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:

• 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) required

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

• Must have hands-on experience in outbound collections

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

• Proven leadership, coaching, and team development skills

• Excellent communication and interpersonal abilities

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

• Knowledge of Philippine labor laws and workforce management practices

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

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

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