Operations Supervisor - Outbound Collections (Laguna)

About the job : Operations Supervisor - Outbound Collections (Laguna) | Onsite

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 :

Bachelor's 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. Operations Supervisor - Outbound Collections (Laguna)