Call Collection Supervisor

Role Overview

The Call Collection Supervisor is responsible for leading and managing a team of collection agents to achieve assigned cash collection targets while maintaining high standards of quality, compliance, productivity, and customer engagement. The role requires hands-on experience in collections operations, strong people leadership, KPI management, and familiarity with outbound dialer systems such as PDS.

The Supervisor will monitor real-time operations, coach agents, analyze performance trends, address compliance issues, and coordinate with Quality, Telephony, and IT teams to ensure smooth and effective collection operations.

Key Responsibilities

Collections & Team Performance

• Drive the team toward achieving 100% of assigned cash collection targets.
• Monitor individual and team performance and take immediate corrective action when targets are at risk.
• Monitor contact rates, kept PTP, collection performance, and agent productivity.
• Provide real-time support and guidance to agents during collection calls.
• Serve as the first escalation point for call-related concerns and operational issues.

Quality & Compliance

• Maintain a QC Score of above 93% and Overall QC Compliance of above 90%.
• Review call audits and compliance reports to identify performance and quality gaps.
• Monitor argument compliance above 85% and effective arguments above 90%.
• Conduct regular coaching sessions and drive measurable improvement among previously non-compliant agents.
• Ensure adherence to collection policies, quality standards, and company procedures.
• Investigate and escalate potential fraud indicators, including call manipulation and misreporting.

Dialer & Telephony Management

• Manage and monitor the PDS Dialer or similar outbound dialing system to ensure efficient call flow.
• Monitor agent statuses, including ACW/post-processing and idle time.
• Maintain ACW below 10 seconds and address unnecessary idle time.
• Monitor Lost Call % and implement corrective actions to minimize call failures.
• Coordinate with Telephony and IT teams regarding dialer, connectivity, and system-related issues.
• Support dialer optimization and traffic management when necessary.

KPI & Productivity Monitoring

• Monitor Kept PTP from Contacts at a minimum of 30%.
• Maintain team Attendance Rate at 97% or higher.
• Track schedule adherence, productivity, and overall agent performance.
• Analyze trends in lost calls, contact rates, PTP kept rates, QC scores, and collection performance.
• Identify operational issues and recommend actions to improve team results.

Reporting

• Prepare daily and weekly reports covering:
• Cash collection performance
• QC scores and compliance
• Dialer performance
• Contact and lost call metrics
• PTP kept rates
• Agent productivity
• Attendance and schedule adherence
• Present performance trends and action plans to Collections Management.

Qualifications

Education

• Bachelor’s degree preferred; equivalent relevant work experience may be considered.

Collections & Leadership Experience

• At least 3–4 years of experience in collections or call center operations.
• At least 3 years of supervisory/leadership experience preferred.
• At least 1 year of collection team leadership experience is acceptable for candidates with strong overall collections experience.

Technical Skills

• Hands-on experience with PDS Dialer or similar outbound dialer systems.
• Familiarity with telephony dashboards, QA/QC tools, and reporting systems.
• Experience monitoring call metrics, agent statuses, and dialer performance.
• Excel and/or data visualization skills are preferred.

Communication & Leadership

• Strong verbal and written English communication skills.
• Strong personality with the ability to enforce standards and hold team members accountable.
• Strong coaching and mentoring skills.
• Able to work effectively in a high-volume, time-sensitive environment.
• Analytical and data-driven approach to KPI monitoring and performance management.
• Strong compliance and quality-oriented mindset.

Pay: Php30,000.00 - Php40,000.00 per month

Benefits:

• Promotion to permanent employee

Work Location: In person