Team Leader - Collections & Customer Contact | Onsite | Dayshift

OutForce Inc.; Pasig; On-site; PHP 725,000 - 781,000; Full time

Benefits offered by this job

Competitive pay

HMO coverage

Referral program

20 days annual leave

Team activities

Stakeholder connections

Client engagement

Job summary

OutForce Inc. in Manila is seeking an experienced Head of Manila Collections and Customer Contact to coach a nine-person team and optimize conversations across channels. You’ll align staffing, performance, and process improvements with the business’s goals.

Reporting to Head of Operations in Brisbane, you’ll own day-to-day decisions, escalate issues, and drive a balance of automation and personal contact while ensuring compliance with Australian credit rules.

Qualifications

• 10+ years in a contact centre or customer contact role.
• 5+ years leading a team of eight or more.
• Solid collections experience — arrears, payment arrangements, hardship conversations.
• Track record of developing staff.
• Real QA experience: sampling, coaching from findings.
• Comfortable with data and performance reports.
• Willing to escalate to senior staff when needed.
• Experience running a team with manager in another country.
• Excellent written and spoken English.

Responsibilities

• Run the Manila team: rostering, workloads, ownership of customers, daily priorities.
• Coach through one-to-ones and review of calls/messages; two-way SMS focus.
• Spot-check files to ensure affordable arrangements and accurate notes.
• Monitor metrics: contact rates, promise-to-pay, kept rates, arrears movement.
• Ensure compliance with Australian credit rules across conversations.
• Balance automation, AI and human touch; decide what to automate and what needs a call.
• Run experiments on communications and processes; deliver one recommendation monthly.

Skills

Contact centre experience

Team leadership

Collections experience

Staff development

QA experience

Data-driven

Stakeholder communication

Salesforce CRM

Tools

Salesforce CRM

Job description

OutForce is a people-first outsourcing company focused on building high-performing teams and long-term careers.

We partner with companies around the world, providing dedicated offshore professionals who work as an extension of our clients’ teams.

Unlike traditional outsourcing models, our people are fully embedded into their client’s business, creating meaningful work, stronger collaboration, and long-term career opportunities.

We are proud to be:

• Great Place to Work® Certified
• HR Asia Best Companies to Work for in Asia 2025
• HR Asia Most Caring Company Award 2025
• HR Asia Diversity, Equity & Inclusion Award 2025

At OutForce, we invest in our people through career growth opportunities, flexible work environments, supportive leadership, and a culture built on trust, collaboration, and continuous improvement.

As a tech-enabled, people-powered company, we are committed to helping our employees grow alongside some of the world’s most exciting businesses.

Join OutForce and build your future with one of Asia’s best workplaces.

About the Team You’ll Join:

Our client is essentially a non-bank consumer lender that provides fast personal/cash loans to Australians, with a strong focus on online applications, credit assessment, customer service and loan management.

Job Overview:

Employment type: Full time

Shift: Day Shift (6:30 am- 3:30 pm)

Work setup: Onsite

Salary: Php 65,000 - 70,000 (The salary remains negotiable for the right candidate.)

What we offer:

• Competitive compensation package aligned with your skills and experience
• Comprehensive HMO coverage, including a free dependent on Day 1
• Employee referral program with rewarding incentives
• 20 days of annual leave, giving you flexibility to manage your time
• Engaging team activities and events to keep work enjoyable
• Build strong, high-impact connections with key stakeholders across the business
• Take part in client engagement initiatives to elevate your professional experience.

Role Overview:

You’ll run our Manila collections and customer contact team. That means coaching the agents, watching the numbers, checking the work, and helping us work out which conversations should be automated and which need an actual person.

The team is nine people — young, energetic and quick with digital channels. They’ll go a lot further with someone who coaches them properly.

You’ll report to our Head of Operations in Brisbane. You’re the senior person in the room in Manila, so day-to-day calls are yours to make — we’re not expecting things to be sent to Australia by default. What we do expect is that you flag the things that matter, in writing, early.

What We’re Looking For:

Essential

• 10+ years in a contact centre or customer contact role.
• 5+ years leading a team of eight or more, accountable for how they performed.
• Solid collections experience — arrears, payment arrangements, hardship conversations, and knowing when to push and when to back off.
• A track record of developing staff.
• Real QA experience: deciding what to sample, reviewing calls and files against a standard, and using what you find to coach.
• Comfortable with data. You can read a performance report, form a view and defend it.
• Willing to recommend changes to people more senior than you.
• Experience running a team when your manager sits in another country. You’ll need to work without being chased, know what to elevate, and write a clear account of what’s happening.
• Excellent written and spoken English.

Nice to have

• Experience with an Australian, UK or US consumer lender.
• Experience working with automated contact strategies, diallers or AI tools.
• Salesforce or a similar CRM.
• Experience rebuilding a process, not just running one

What You’ll Be Working On:

• Run the team. Nine agents — rostering, workloads, who owns which customers, and the priorities each day.
• Coach. One-to-ones and reviewing calls and messages together. Two‑way SMS is our main proactive channel, so a lot of this is written tone and negotiation.
• Check the work. Spot check files: arrangements set up properly and genuinely affordable, notes accurate, hardship and vulnerability handled right. You decide what to sample and how often.
• Watch the numbers. Contact rates, promise-to-pay conversion and kept rates, arrears movement — by agent and by customer group.
• Keep us compliant. Australian credit rules apply to every conversation — hardship obligations, what can be said about credit file consequences, vulnerable customers. We’ll train you, then it’s on you to hold the team to it.
• Balance automation, AI and people. We lean heavily on automated and templated contact. You’ll work out what should be automated, what an agent should handle and what needs a phone call, notice when the automation stops working, and push for people where people are needed.
• Test and improve. Run experiments on comms, process and tooling, and bring us one worked-through recommendation a month — the reasoning too, not just the idea.

Ready to take your career to the next level? Join us and be part of a team that values your growth, celebrates your achievements, and empowers you to make a real impact.