Assistant Manager - Operations (Collections)

About the role

Assistant Manager - Operations (Collections Account)

Key responsibilities

• Lead, coach, and develop a team of Late-Stage Collections Agents to achieve individual and team performance goals
• Monitor daily collections performance, productivity, and recovery metrics, taking corrective action as needed
• Conduct regular coaching sessions, call reviews, and performance discussions to improve agent effectiveness
• Manage attendance, schedule adherence, and workforce utilization within the team
• Provide guidance and support on complex customer interactions, escalations, and account resolutions
• Ensure all collection activities comply with applicable regulations, client requirements, and company policies
• Analyze team performance data and identify opportunities to improve recovery rates and operational efficiency
• Drive achievement of key performance indicators (KPIs), including collections, promise-to-pay conversion, quality, compliance, and customer experience metrics
• Collaborate with Quality, Training, Workforce Management, and Operations teams to support business objectives
• Conduct performance evaluations and contribute to employee development and succession planning

About you

• At least 3-5 years US Outbound collections experience
• Minimum 2 years of experience as a BPO Team Leader
• Bachelor's Degree graduate
• Amenable to work in US shifts and 100% onsite (Eastwood, Quezon City)
• Must have previous/recent experience in a BPO setting