Operational Support Specialist Collections

Home Credit Philippines; Philippines; On-site; PHP 279,000 - 469,000; Full time

Benefits offered by this job

Permanent dayshift

Up to 20% variable bonus

HMO on Day 1 and dependents coverage

Mental health and wellness partners

Wellness leaves and birthday leave

Internal career mobility

Learning opportunities

Job summary

Home Credit Philippines is seeking a Dialer Support to monitor and maintain production systems for campaigns, ensuring efficiency and meeting business goals in early collections. The role involves checking call lists, ensuring timely campaign scheduling, and real-time monitoring across CCPulse and Samespace platforms.

You will update intraday reports, scripts, and assist with Jira ticket management within SLA.

Qualifications

• Experience as a Dialer Support (Outbound/Inbound).
• Familiarity with Genesys campaign scheduler and related tools.
• Knowledge of Jira and SLA processes.

Responsibilities

• Check if new call list is generated correctly and in sequence.
• Ensure campaigns start and stop on time.
• Monitor real-time queue, campaigns, and agent status via CCPulse, and monitor voicebot licenses in Samespace.
• Update intraday reports and dialing scripts with new updates.
• Manage and resolve Jira tickets within SLA.
• Present campaign status during intraday meetings.
• Export Voicebot utilization reports for reference.
• Manual start/stop of campaigns during issues or special cases.

Skills

Dialer support

Outbound / Inbound

Tools

Genesys

CCPulse

Samespace

Job description

Job Description:

About The Job

The primary responsibility is to monitor and maintain production systems on best operable level to ensure that campaign efficiency, team performance and established business goals by our Early Collections are met.

What You'll Do

• Checking if new call list was generated without issues including all procedures in the morning if it runs completely, properly and in correct sequence.
• Checking of Affinity in the morning for possible error and promptly report if there is a known issue.
• Check if Genesys campaign scheduler is running as expected and do manual run if needed.
• Ensure that campaigns started and stop on time.
• Pacing adjustment in Genesys Administrator to maximize calling at optimum level.
• Setting up MQS (Max Queue Size) based on the actual call list size for Voicebot
• Real-time queue, campaigns, and agent status monitoring thru CCPulse Application.
• Real-time monitoring of calls in Samespace studio for Voicebot to utilize available licenses.
• Double check dialing filters and other setups upon deployment of new changes.
• Updating of intraday and calling list script whenever there are new updates.
• Process contracts/contacts for exclusion (Regular, ADA, Payments, and Special exclusions)
• Manage and resolve different ticket requests in Jira within SLA
• Approval of Training, QA and Supervisors agent pullout request
• Reporting and forwarding of issues to proper group/channel if request ticket is misrouted to dialers.
• Proactively report any incidents observed that may impact calling production.
• Collect information from users and extracting samples during issues that is needed for investigation.
• Timely sending of intraday report both for regular campaigns and voicebot
• Attending and presenting campaign status in intraday meetings every 9am and 3pm
• Monitoring of agents unnecessary tagging in WDE and do callouts if needed.
• Double check dialing filters for each calling list to prevent from no activity.
• Exporting of Voicebot utilization report from Samespace for future reference
• Attending and presenting for Weekly Business Review
• Tracking, updating, and ensuring that logbook for issues is always updated.
• Manually starting and stopping of campaigns in Genesys whenever needed during issues or special cases.
• Setting of GAX in case of emergency or during critical downtime
• Modifying and adjusting of calling time for non-client every weekend and holidays
• Ensuring that confluence is updated with recent changes

What You Need To Have

• Experience as a Dialer Support (Outbound/Inbound)

Nice to Have Areas

• SQL experience
• Predictive dialer experience
• Collections Call Center background.
• AI /Voicebot background
• CCPulse application experience

Job Perks You'll Enjoy

• Permanent dayshift schedule
• Up to 20% variable performance-based bonus
• HMO on Day 1 and HMO dependents coverage including same-sex partners
• Access to mental health and wellness partners
• Wellness Leaves and Birthday Leave
• Internal career mobility options
• Local and international learning opportunities

At Home Credit Philippines, we believe that everyone has something special to offer. Our motto "No Small Roles, Everyone is Important" is at the heart of everything we do. We think diversity makes our company better and every single job and person here plays a big part in our success.

We're all about creating a welcoming place where everyone feels valued for who they are. This means we make sure that everyone, no matter their background or what they look like, gets a fair chance at jobs, training, and promotions. When it comes to hiring, everyone gets a fair look. It doesn't matter where you're from, what you believe, who you love, whether you have a disability, or any other or any other condition protected under Philippine laws. If you meet the job requirements, you have a chance to get the job.