Collection Customer Service Supervisor

Manpower Outsourcing Services, Inc.; Mandaluyong; On-site; PHP 420,000 - 600,000; Full time

Job summary

Manpower Outsourcing Services, Inc. is seeking a supervisory leader for collections/call center operations in the Philippines. You will oversee team performance, monitor KPIs, ensure quality standards, and supervise the dialer system to hit cash collection targets and maintain efficiency.

The role requires 3–4+ years in collections or call center ops, 3+ years in supervision, and proficiency with PDS Dialer and reporting tools. Strong English communication and high accountability are essential.

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.

Responsibilities

• Meet 100% of assigned cash collection targets through coaching and monitoring.
• Track and maintain QC Score (>93%) and QC Compliance (>90%) by reviewing audits and reports.
• Monitor Kept PTP from Contacts (≥30%) to ensure promises are fulfilled.
• Maintain After Call Work (ACW) below 10 seconds to improve efficiency.
• Ensure Attendance Rate across the team (≥97%).
• Manage and monitor the PDS Dialer system for smooth call flow.
• Check Lost Call % and take corrective actions to minimize failures.
• Conduct regular coaching sessions with at least 60% improvement among previously non-compliant agents.
• Prepare daily/weekly reports on cash collection, QC scores, dialer metrics, and productivity.
• Provide real-time support to agents during calls and serve as first escalation point.

Skills

Leadership

KPI monitoring

Quality assurance

Dialer systems

Call center operations

Team coaching

English communication

Accountability

Analytical thinking

Education

Bachelor's degree or equivalent

Tools

PDS Dialer

QA/QC tools

Reporting software

Job description

About the role

This is a supervisory or leadership role overseeing collections or call center operations. You will manage team performance, monitor key performance indicators, ensure compliance with quality standards, and oversee dialer system operations to drive cash collection targets and maintain operational efficiency.

Key responsibilities

• 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

• Manage and monitor the PDS Dialer system to ensure smooth call flow

• Check Lost Call % and take corrective actions to minimize call failures

• Conduct regular coaching sessions and ensure at least 60% improvement among previously non-compliant agents

• Prepare daily/weekly reports on cash collection performance, QC scores, dialer metrics, and agent productivity

• Provide real-time support to agents during calls and act as the first escalation point for call-related issues

About you

• 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