Assistant Manager - Operations (Collections)

Private Advertiser; Quezon City; On-site; PHP 600,000 - 900,000; Full time

Job summary

Private Advertiser in Metro Manila is seeking an Assistant Manager - Operations (Collections Account) to lead a Late-Stage Collections team from Eastwood, Quezon City. The role focuses on coaching, performance management, and delivering strong recovery metrics for US outbound collections.

You will guide on escalations, ensure regulatory compliance, and partner with Quality and Training to optimize operations.

Qualifications

• 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.

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 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

Skills

US Outbound collections

Team leadership

Coaching

Performance management

BPO experience

Education

Bachelor's degree

Job description

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