Call Collections Supervisor

Asia Select Inc.; Philippines; On-site; PHP 446,400 - 669,600; Full time

Job summary

Trades Workforce Solutions is looking for a skilled supervisor to manage call center operations in Mandaluyong City, Philippines. Your role will involve monitoring performance management, leading a team, and ensuring compliance with quality standards.

Ideal candidates have a bachelor's degree and 3-4+ years of experience in collections or call center operations, with a strong focus on coaching and analytical skills. Dayshift schedule with a dynamic work environment.

Qualifications

• 3-4+ years in collections or call center operations.
• 3+ years in a supervisory or leadership role.
• Must be able to lead, enforce standards, and drive accountability.

Responsibilities

• Ensure the team meets cash collection targets through monitoring and coaching.
• Manage and monitor the PDS Dialer system for smooth call flow.
• Conduct coaching sessions for non-compliant agents.
• Prepare reports on cash collection performance and QC scores.
• Act as the first escalation point for call-related issues.

Skills

Performance Management

KPI Monitoring

Team Leadership

Analytical Skills

Compliance Management

Coaching Ability

English Communication

Education

Bachelor’s degree or equivalent work experience

Tools

PDS Dialer

Excel

QA/QC tools

Job description

KEY RESPONSIBILITIES:

You will:

• Performance Management & KPI Monitoring
  • Ensure the team meets 100% of assigned cash collection targets through effective monitoring and coaching.
  • Track and maintain QC Score and Overall QC Compliance by reviewing call audits and compliance reports.
  • Monitor Kept PTP from Contacts 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 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 and effective arguments 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 block the work.

QUALIFICATIONS:

• Bachelor’s degree preferred or equivalent work experience.
• 3-4+ years in collections or call center operations.
• 3+ years in a supervisory or leadership role.
• Hands‑on experience with PDS Dialer or similar outbound dialer systems.
• Familiarity with telephony dashboards, QA/QC tools, and reporting software.
• Must speak and communicate effectively in English (verbal and written).
• 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.
• Experience in dialer optimization and traffic management.
• Knowledge of fraud detection and prevention in call operations.
• Proficiency in Excel or data visualization tools.

Shift Schedule:

Dayshift

Location:

Mandaluyong City