Collections Supervisor/Team Leader (Local Collections)

AMG Collections Services Inc.; Mandaluyong; On-site; PHP 450,000 - 750,000; Full time

Benefits offered by this job

Health benefits

Performance incentives

Career growth path

Exposure to fintech/ banking accounts

Job summary

AMG Collections Services Inc. is seeking a Collections Supervisor to oversee teams of collecting agents and execute daily collections strategy with quality and performance. You will collaborate with leadership and fintech/banking stake holders to meet service levels and goals.

The role emphasizes coaching, shift planning, and data-driven improvements to drive results and client satisfaction.

Qualifications

• Bachelor's degree preferred but not essential.
• 2–4 years in collections or debt recovery.
• 1+ year in a supervisory role preferred.
• Experience with finance, fintech, or banking accounts is a plus.

Responsibilities

• Oversee a team of collectors to hit daily, weekly, monthly targets.
• Monitor performance metrics such as calls, PTPs, recoveries.
• Provide coaching, side-by-side monitoring, and feedback.
• Ensure compliance with policies, scripts and quality standards.
• Handle escalations and assist with recruitment and onboarding.
• Support scheduling, shift coverage, and staffing adjustments.
• Generate reports on team performance for leadership.
• Participate in process improvements and client coordination.

Skills

Supervisory experience

Collections knowledge

Fintech / banking familiarity

Excel

Data entry

Monitoring and reporting

Coaching and feedback

Communication skills

Time management / KPI focus

Shift planning

Education

Bachelor's degree

Tools

Spreadsheet tools

Collection systems / dialers

Job description

About Us

As part of our collections operations, we require a Collections Supervisor to oversee teams of collecting agents and ensure daily execution of collections strategy, quality, and performance under the Collections Manager. You will work closely with internal leadership and client stakeholders in fintech / banking to maintain service levels and collections goals.

Key Responsibilities

• Supervise a team of collectors (inbound, outbound, field) to meet daily, weekly, and monthly collection targets.
• Monitor agent performance and metrics: calls made, PTPs, roll, broken promises, recoveries.
• Conduct coaching, side-by-side monitoring, calibration, and feedback to improve performance.
• Enforce adherence to collections policies, regulatory compliance, scripts, and quality standards.
• Handle escalations from agents or customers, including difficult or complex accounts.
• Assist with recruitment, onboarding, training of new collection agents.
• Support schedule planning, shift coverage, and staffing adjustments.
• Generate reports for the Manager / Leadership on team performance, issues, and opportunities.
• Participate in process improvement initiatives to streamline operations and enhance results.
• Coordinate with client / account teams for collections status, exceptions, or issues when required.

Qualifications & Skills

Experience / Education

• Bachelor's degree preferred but not always required.
• 2 to 4 years of experience in collections or debt recovery roles.
• 1+ year experience in a supervisory / team lead role is preferred.
• Experience with finance, fintech, or banking accounts is a plus.

Technical / Domain Skills

• Good understanding of collections cycles, delinquency buckets, PTP management.
• Proficient in spreadsheets (Excel), data entry, monitoring tools, reporting.
• Familiarity with collection systems, workflow, or dialers is advantageous.

Leadership / Soft Skills

• Strong coaching, mentoring, feedback, motivation skills.
• Capable of handling pressure, deadlines, and multiple KPIs.
• Good communication skills, ability to lead by example.
• Analytical mindset and problem-solving ability.
• Ability to manage shifts, time, resources, and escalat appropriately.

What We Offer

• Fixed salary + performance-based incentives.
• Health / insurance benefits.
• Career growth path from Supervisor - Manager - Head of Collections.
• Exposure to client relations, strategic collections operations, and high-impact portfolios.