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