Collection Supervisor

Manpower Outsourcing Services, Inc.; Mandaluyong; On-site; PHP 600,000 - 1,200,000; Full time

Job summary

Manpower Outsourcing Services, Inc. is seeking a senior manager to oversee debt collection operations in a fast-paced agency. You will direct day-to-day collection activities, develop strategies to improve recovery rates, and ensure compliance with laws and internal policies.

You will lead and coach supervisors and agents, drive quality assurance programs, interface with clients, present performance data, and implement process improvements to boost efficiency and service quality.

Qualifications

• 3+ years in collections or accounts receivable.
• 3+ years in a managerial, supervisory, or quality control role within a collection agency.

Responsibilities

• Direct and manage day-to-day operations of collection agencies.
• Develop strategies to maximize recovery rates and minimize delinquency.
• Ensure compliance with debt collection laws, company policies, and ethical standards.
• Supervise Collection Agencies Supervisors, agents, and QC specialists; provide coaching and evaluations.
• Oversee QC specialists to ensure adherence to scripts, compliance protocols, and customer service standards.

Skills

Leadership

Debt collection laws

Analytical thinking

Communication skills

Negotiation skills

Tools

Collection software

Reporting tools

Job description

Responsibilities

1. Agency Oversight

a. Direct and manage day-to-day operations of collection agencies.

b. Develop strategies to maximize recovery rates and minimize delinquency.

c. Ensure compliance with debt collection laws, company policies, and ethical standards.

2. Team Leadership

a. Supervise Collection Agencies Supervisors, agents, and Quality Control (QC) specialists.

b. Provide coaching, mentoring, and performance evaluations.

c. Step into supervisory or quality control functions when operational needs require.

d. Promote accountability, transparency, and continuous improvement across teams.

3. Quality Assurance

a. Oversee QC specialists to ensure adherence to scripts, compliance protocols, and customer service standards.

b. Conduct audits and reviews of collection activities.

c. Implement corrective measures to address compliance or performance gaps.

4. Client & Stakeholder Engagement

a. Act as the primary liaison between agencies and clients.

b. Present performance reports and strategic recommendations to senior management.

c. Negotiate service agreements and resolve escalated disputes.

5. Reporting & Analysis

a. Prepare detailed reports on recovery rates, compliance metrics, and operational efficiency.

b. Analyze trends to identify opportunities for process improvement.

c. Recommend technology or process enhancements to improve productivity.

Qualifications

Experience

• 3+ years in collections or accounts receivable.
• 3+ years in a managerial, supervisory, or quality control role within a collection agency.

Skills

• Strong leadership and people management abilities.
• Knowledge of debt collection laws and compliance standards.
• Analytical and data-driven decision-making.
• Excellent communication and negotiation skills.
• Proficiency in collection software and reporting tools.