Lead Collections Specialist – Dialer & KPI Coach

Skyro; Mandaluyong; On-site; PHP 446,000 - 781,000; Full time

Job summary

Skyro is seeking a Collections Team Lead in Metro Manila to supervise a high-volume call center focused on debt recovery. You will drive performance, coach agents, and ensure compliance with regulatory standards while optimizing dialer operations for efficiency and outcome.

Ideal candidates bring 3–4+ years in collections with 3+ years in leadership, English proficiency, and hands-on dialer/QA tooling experience to report on daily metrics and trends.

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.

Responsibilities

• Lead and manage the collections team to achieve cash collection targets.
• Monitor KPI metrics, QC scores, and dialer performance with coaching.
• Oversee dialer system operations and resolve call-related issues.
• Ensure compliance, conduct coaching to improve agent performance.
• Prepare and analyze daily/weekly performance reports and trends.
• Provide real-time guidance to agents and coordinate with IT/telephony teams.

Skills

Leadership

Communication

Analytical thinking

Coaching

Time management

Education

Bachelor’s degree or equivalent

Tools

PDS Dialer

QA/QC tools

Reporting software

Excel

Job description

Skyro is seeking a Collections Team Lead in Metro Manila to supervise a high-volume call center focused on debt recovery. You will drive performance, coach agents, and ensure compliance with regulatory standards while optimizing dialer operations for efficiency and outcome.

Ideal candidates bring 3–4+ years in collections with 3+ years in leadership, English proficiency, and hands-on dialer/QA tooling experience to report on daily metrics and trends.