Operational Support Specialist (Collections)

Home Credit Philippines; Quezon City; On-site; PHP 300,000 - 480,000; Full time

Benefits offered by this job

Permanent dayshift schedule

Up to 20% variable bonus

HMO on Day 1 and dependents coverage

Mental health and wellness support

Wellness & Birthday Leave

Internal career mobility

Learning opportunities (local & intl)

Job summary

Home Credit Philippines is seeking a Dialer Support professional to monitor production systems and ensure campaign efficiency for Early Collections. You will manage schedules, dialing lists, and real‑time queues.

You will coordinate with teams on incidents, generate intraday reports, attend intraday meetings, and help optimize voicebot and dialer performance.

A permanent dayshift, learning opportunities, and health benefits are offered.

Qualifications

• Experience as a Dialer Support (Outbound/Inbound).
• Ability to monitor and maintain production systems for campaigns.

Responsibilities

• Monitor new call list generation and morning procedures to ensure proper sequence.
• Verify Affinity in the morning for errors and report issues.
• Check Genesys campaign scheduler and run manual campaigns when needed.
• Ensure campaigns start and stop on time and adjust pacing for optimum calling.
• Set MQS based on call list size for Voicebot and monitor real‑time queue, campaigns, and agent status in CCPulse.
• Monitor Voicebot licenses in Samespace studio and ensure proper deployment.
• Update dialing filters and deployment scripts upon changes; export Voicebot utilization reports.
• Attend intraday meetings at 9am and 3pm; track and update issue logbooks.

Skills

Dialer Support

Campaign Monitoring

Real-time Monitoring

Issue Reporting

Tools

Genesys

CCPulse

Samespace

Jira

Confluence

Job description

About The Job

The primary responsibility is to monitor and maintain production systems at the best operable level to ensure campaign efficiency and team performance meet the business goals of Early Collections.

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 Affinity in the morning for possible errors and promptly reporting if there is a known issue.
• Checking if Genesys campaign scheduler is running as expected and performing a manual run if needed.
• Ensuring that campaigns start and stop on time.
• Adjusting pacing in Genesys Administrator to maximize calling at optimum level.
• Setting up MQS (Max Queue Size) based on the actual call list size for Voicebot.
• Monitoring real‑time queue, campaigns, and agent status through CCPulse Application.
• Monitoring calls in Samespace studio for Voicebot to utilize available licenses.
• Double‑checking dialing filters and other setups upon deployment of new changes.
• Updating intraday and calling list scripts whenever there are new updates.
• Processing contracts/contacts for exclusion (Regular, ADA, Payments, and Special exclusions).
• Managing and resolving different ticket requests in Jira within SLA.
• Approving Training, QA and Supervisors agent pullout requests.
• Reporting and forwarding issues to the proper group/channel if a request ticket is misrouted to dialers.
• Proactively reporting any incidents observed that may impact calling production.
• Collecting information from users and extracting samples during issues for investigation.
• Sending intraday reports for both regular campaigns and Voicebot in a timely manner.
• Attending and presenting campaign status in intraday meetings at 9 am and 3 pm.
• Monitoring agents for unnecessary tagging in WDE and calling out if needed.
• Double‑checking dialing filters for each calling list to prevent inactivity.
• Exporting Voicebot utilization reports from Samespace for future reference.
• Attending and presenting for Weekly Business Review.
• Tracking, updating, and ensuring that the logbook for issues is always updated.
• Manually starting and stopping campaigns in Genesys during issues or special cases.
• Setting GAX in case of emergency or during critical downtime.
• Modifying and adjusting calling time for non‑clients on weekends 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.