Real Time Analyst (Collections)

Home Credit Philippines; Philippines; On-site; PHP 201,000 - 290,000; Full time

Benefits offered by this job

Permanent dayshift schedule

Up to 20% variable performance-based

HMO on Day 1 and dependents coverage

Access to mental health and wellness

Wellness Leaves and Birthday Leave

Internal career mobility

Local and international learning

Job summary

Home Credit Philippines is seeking a Dialer Support professional to monitor production systems and ensure campaigns run on schedule. You will handle tickets in Jira, report incidents, and present campaign status in intraday meetings, while keeping Confluence up to date.

The role requires at least 1 year of experience in outbound/inbound dialer support, and willingness to work weekends with a guaranteed 2 days rest. Permanent dayshift and growth opportunities offered.

Qualifications

• Must have at least 1 year of experience as a Dialer Support (Outbound/Inbound).
• Amenable to weekend work (guaranteed 2 days rest).

Responsibilities

• Monitor and maintain production systems to ensure campaign efficiency and team performance.
• Check call list generation and Affinity in the morning for errors and report issues.
• Ensure Genesys scheduler runs on time and perform manual runs if needed.
• Real-time queue, campaigns, and agent status monitoring via CCPulse.
• Manage and resolve tickets in Jira within SLA.
• Report incidents and forward issues to proper groups.
• Provide intraday campaign status in meetings and Weekly Business Review.
• Keep logbooks updated and ensure Confluence reflects changes.
• Manage CCPulse views and templates; conduct test calls when needed.
• Adjust campaign setups with updates or change requests.

Skills

Dialer support

Tools

Jira

Job description

The role monitors and maintains 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.

• Real-time queue, campaigns, and agent status monitoring thru CCPulse Application.

• Manage and resolve different ticket requests in Jira within SLA

• 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. Attending and presenting for Weekly Business Review

• Tracking, updating, and ensuring that logbook for issues is always updated.

• Ensuring that confluence is updated with recent changes.

• Manage CCPulse views, templates, and update team groups.

• Conduct test calls when needed to ensure that everything is in place and working.

• Adjusting of campaign setup when there is new update or change request that need to be deployed.

What You Need to Have:

• Must be amenable working on weekends (guaranteed 2 days rest day)

• At least 1 year of experience as a Dialer Support (Outbound/Inbound)

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

Empower Filipinos with innovative financial solutions at Home Credit Philippines.

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 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.

Come join us at Home Credit, where diversity fuels our innovation. Here, there are #NoSmallRoles and #EveryoneisImportant.