Collections & Customer Contact Team Lead (Manila)

OutForce Inc.; Pasig; On-site; PHP 725,000 - 781,000; Full time

Benefits offered by this job

Competitive pay

HMO coverage

Referral program

20 days annual leave

Team activities

Stakeholder connections

Client engagement

Job summary

OutForce Inc. in Manila is seeking an experienced Head of Manila Collections and Customer Contact to coach a nine-person team and optimize conversations across channels. You’ll align staffing, performance, and process improvements with the business’s goals.

Reporting to Head of Operations in Brisbane, you’ll own day-to-day decisions, escalate issues, and drive a balance of automation and personal contact while ensuring compliance with Australian credit rules.

Qualifications

• 10+ years in a contact centre or customer contact role.
• 5+ years leading a team of eight or more.
• Solid collections experience — arrears, payment arrangements, hardship conversations.
• Track record of developing staff.
• Real QA experience: sampling, coaching from findings.
• Comfortable with data and performance reports.
• Willing to escalate to senior staff when needed.
• Experience running a team with manager in another country.
• Excellent written and spoken English.

Responsibilities

• Run the Manila team: rostering, workloads, ownership of customers, daily priorities.
• Coach through one-to-ones and review of calls/messages; two-way SMS focus.
• Spot-check files to ensure affordable arrangements and accurate notes.
• Monitor metrics: contact rates, promise-to-pay, kept rates, arrears movement.
• Ensure compliance with Australian credit rules across conversations.
• Balance automation, AI and human touch; decide what to automate and what needs a call.
• Run experiments on communications and processes; deliver one recommendation monthly.

Skills

Contact centre experience

Team leadership

Collections experience

Staff development

QA experience

Data-driven

Stakeholder communication

Salesforce CRM

Tools

Salesforce CRM

Job description

OutForce Inc. in Manila is seeking an experienced Head of Manila Collections and Customer Contact to coach a nine-person team and optimize conversations across channels. You’ll align staffing, performance, and process improvements with the business’s goals.

Reporting to Head of Operations in Brisbane, you’ll own day-to-day decisions, escalate issues, and drive a balance of automation and personal contact while ensuring compliance with Australian credit rules.