Call Collections Supervisor

About the company:

Skyro is a fast-growing fintech company based in the National Capital Region, Philippines. Our mission is to transform the financial services landscape in the Philippines by offering fair and accessible digital financial products. We aim to provide user-friendly lending solutions and superior customer service to all sections of society, promoting financial inclusion and literacy. Founded in 2022 by a team of visionaries, we have the expertise and resources to build best-in-class consumer-centric fintech products.

Backed by Breeze Ventures, a global fintech company based in Bahrain, our Philippine operations are powered by Advanced Finance Solutions, Inc. and Skyro Lending, Inc., both registered with the Philippine SEC. As we continue to expand, our team members will have the opportunity to contribute their expertise and talents to a promising international company. Join us on our journey to build a sustainable business and make a difference in the lives of millions of customers.

Job Overview

The Collections Team Lead is responsible for overseeing and managing the collections team, ensuring timely and effective recovery of outstanding debts. This role requires strong leadership, communication, and analytical skills, as well as a deep understanding of collections processes and regulations.

Key Responsibilities:

• Performance Management & KPI Monitoring

  • Ensure the team meets 100% of assigned cash collection targets through effective monitoring and coaching.
  • Track and maintain QC Score (>93%) and Overall QC Compliance (>90%) by reviewing call audits and compliance reports.
  • Monitor Kept PTP from Contacts (≥30%) to ensure promises made during calls are fulfilled.
  • Maintain After Call Work (ACW) below 10 seconds to optimize efficiency and reduce idle time.
  • Ensure Attendance Rate (≥97%) across the team.

• Dialer System Oversight

  • Manage and monitor the PDS Dialer system to ensure smooth call flow.
  • Check Lost Call % and take corrective actions to minimize call failures.
  • Monitor agent statuses (like, ACW/Post-processing, Idle time) and intervene when necessary to maintain productivity.

• Quality & Compliance

  • Conduct regular coaching sessions and ensure at least 60% improvement among previously non-compliant agents.
  • Validate argument compliance (>85%) and effective arguments (>90%) based on QC standards.
  • Investigate and escalate any fraud triggers such as call manipulation or misreporting.

• Reporting & Analysis

  • Prepare daily/weekly reports on cash collection performance, QC scores, dialer metrics, and agent productivity.
  • Analyze trends in lost calls, contact rates, and PTP kept rates to identify improvement areas.

• Team Leadership

  • Provide real-time support to agents during calls.
  • Collaborate with QC Team for audits and feedback implementation.
  • Ensure proper attendance tracking, adherence to schedules, and compliance with company policies.

• Issue Resolution

  • Act as the first escalation point for call-related issues.
  • Coordinate with Telephony/IT teams for dialer or connectivity problems, and any other issues that blocking the work

Qualifications:

• Education: Bachelor’s degree preferred or equivalent work experience.

• Experience:

  • 3-4+ years in collections or call center operations.
  • 3+ years in a supervisory or leadership role.

• Technical Skills:

  • Hands-on experience with PDS Dialer or similar outbound dialer systems.
  • Familiarity with telephony dashboards, QA/QC tools, and reporting software.

• Language: Must speak and communicate effectively in English (verbal and written).

• Core Competencies:

  • Strong personality, able to lead, enforce standards, and drive accountability.
  • Can work under pressure, handles high-volume, time-sensitive situations calmly.
  • Analytical skills for KPI monitoring and trend analysis.
  • Coaching and mentoring ability.
  • Compliance and quality-focused mindset.

• Preferred:

  • Experience in dialer optimization and traffic management.
  • Knowledge of fraud detection and prevention in call operations.
  • Proficiency in Excel or data visualization tools.