Collection Supervisor (BPO) - Negros Oriental
Sibulan, Negros Oriental
WHR Global Consulting
Posted 17 days ago
Job Viewed
Job Description
Collection Supervisor (BPO)
Location: Sibulan, Negros Oriental, Philippines br>Job Type: Full-Time
Industry: BPO (Business Process Outsourcing)
Shift: Night Shift (US Collection Account Support)
Job Summary:
We are seeking a motivated and experienced Collection Supervisor to lead a team of collection agents in support of a US-based collections account. The ideal candidate will have at least one year of experience in supervising a collections team within the BPO industry and have a strong understanding of US collection practices. This role requires a candidate who is willing to work or relocate to Sibulan, Negros Oriental, and is comfortable with night shifts.
Key Responsibilities:
Supervise and manage a team of collection agents to meet performance targets and KPIs for US collections accounts.
Monitor and review team performance, including calls, follow-ups, and collection rates, ensuring adherence to company policies and procedures.
Provide coaching, feedback, and ongoing training to improve team performance and enhance customer service skills.
Develop and implement strategies to ensure collections goals are met, and delinquent accounts are resolved efficiently.
Handle escalated calls and complex customer inquiries, ensuring that resolutions are reached promptly and professionally.
Conduct regular performance reviews with agents, providing actionable feedback and guidance to foster continuous improvement.
Generate daily, weekly, and monthly reports on collection results, agent performance, and key metrics.
Ensure compliance with all regulatory requirements and industry standards related to collections.
Collaborate with internal departments (e.g., quality assurance, training, HR) to address any team-related issues or challenges.
Maintain a positive and productive work environment, ensuring high morale and team engagement.
Qualifications:
Minimum Experience: At least 1 year of experience supervising a team of collection agents supporting US collection accounts.
Educational Background: A Bachelor's Degree in any related field. Relevant certifications (e.g., collection management, leadership training) are a plus.
Skills & Abilities:
Strong leadership and team management skills, with the ability to motivate and guide a diverse team.
Excellent verbal and written communication skills in English.
In-depth knowledge of US collection processes and regulations (FDCPA, HIPAA, etc.).
Proven ability to handle difficult customer situations with professionalism and tact.
Strong problem-solving skills and the ability to make decisions independently.
Proficient in using collections software, CRM systems, and MS Office Suite (Excel, Word, PowerPoint).
Ability to work in a fast-paced, target-driven environment while maintaining high standards of service quality.
Willingness to work onsite or relocate to Sibulan, Negros Oriental.
Willing to work night shifts to support US-based accounts.
Preferred Qualifications:
Experience in managing collections for various types of debts (e.g., credit card, auto loans, medical bills).
Previous exposure to call center environments and knowledge of BPO operations.
Experience in handling disputes and escalations related to US collections.
Strong understanding of performance metrics and how to drive improvements in a team.
Location: Sibulan, Negros Oriental, Philippines br>Job Type: Full-Time
Industry: BPO (Business Process Outsourcing)
Shift: Night Shift (US Collection Account Support)
Job Summary:
We are seeking a motivated and experienced Collection Supervisor to lead a team of collection agents in support of a US-based collections account. The ideal candidate will have at least one year of experience in supervising a collections team within the BPO industry and have a strong understanding of US collection practices. This role requires a candidate who is willing to work or relocate to Sibulan, Negros Oriental, and is comfortable with night shifts.
Key Responsibilities:
Supervise and manage a team of collection agents to meet performance targets and KPIs for US collections accounts.
Monitor and review team performance, including calls, follow-ups, and collection rates, ensuring adherence to company policies and procedures.
Provide coaching, feedback, and ongoing training to improve team performance and enhance customer service skills.
Develop and implement strategies to ensure collections goals are met, and delinquent accounts are resolved efficiently.
Handle escalated calls and complex customer inquiries, ensuring that resolutions are reached promptly and professionally.
Conduct regular performance reviews with agents, providing actionable feedback and guidance to foster continuous improvement.
Generate daily, weekly, and monthly reports on collection results, agent performance, and key metrics.
Ensure compliance with all regulatory requirements and industry standards related to collections.
Collaborate with internal departments (e.g., quality assurance, training, HR) to address any team-related issues or challenges.
Maintain a positive and productive work environment, ensuring high morale and team engagement.
Qualifications:
Minimum Experience: At least 1 year of experience supervising a team of collection agents supporting US collection accounts.
Educational Background: A Bachelor's Degree in any related field. Relevant certifications (e.g., collection management, leadership training) are a plus.
Skills & Abilities:
Strong leadership and team management skills, with the ability to motivate and guide a diverse team.
Excellent verbal and written communication skills in English.
In-depth knowledge of US collection processes and regulations (FDCPA, HIPAA, etc.).
Proven ability to handle difficult customer situations with professionalism and tact.
Strong problem-solving skills and the ability to make decisions independently.
Proficient in using collections software, CRM systems, and MS Office Suite (Excel, Word, PowerPoint).
Ability to work in a fast-paced, target-driven environment while maintaining high standards of service quality.
Willingness to work onsite or relocate to Sibulan, Negros Oriental.
Willing to work night shifts to support US-based accounts.
Preferred Qualifications:
Experience in managing collections for various types of debts (e.g., credit card, auto loans, medical bills).
Previous exposure to call center environments and knowledge of BPO operations.
Experience in handling disputes and escalations related to US collections.
Strong understanding of performance metrics and how to drive improvements in a team.
This advertiser has chosen not to accept applicants from your region.
0
Director of Global Collections Operation (BPO)
Sibulan, Negros Oriental
WHR Global Consulting
Posted today
Job Viewed
Job Description
DIRECTOR OF GLOBAL COLLECTIONS OPERATION (BPO)
LOCATION: Sibulan, Negros Oriental br>SETUP: Mid shift, Onsite
JOB DESCRIPTION
The Director of Global Collections Operation is responsible for the creation, development and implementation of global strategies that ensure effective collection results. This role is considered as agile and a thought leader requiring an innovative approach and the ability to drive industry-leading strategies that are transformative to our global collections operations. This can be accomplished through digitalization, process automation, updated tactics, and new ideas to achieve economies of scale and efficiency. This includes day-to-day operations of the teams across our global sites, analysis of our current strategies and recommendation of changes based on internal and external environmental factors. Adherence to all relevant laws and regulations as well as considering client’s needs is necessary. < r>
QUALIFICATIONS
- Bachelor's degree in Business Administration, Analytics, Marketing, or related field or a combination of education and experience.
- Willing to work onsite or relocate in Sibulan, Negros Oriental
- 7+ year with experience in credit card collections in a non/sub-prime environment
- 5-10 experience directly related to the primary responsibilities listed and inclusive of leadership roles and corporation experience
- Demonstrated ability to communicate effectively and constructively in writing and verbally with all levels of employees while exhibiting strong judgement and diplomacy
- Demonstrate a passion for driving decisions and executing strategies in a fluid environment
- Master knowledge of collection techniques (auto dialer strategies, negotiation tactics, various voice, and non-voice strategies)
- Extensive knowledge of state and federal regulations (credit reporting, OCA, FDCPA, Reg F, UDAAP, etc.)
- Flawless blend of business knowledge, strong analytical acumen, problem-solving, coaching, mentoring and tracking of results
LOCATION: Sibulan, Negros Oriental br>SETUP: Mid shift, Onsite
JOB DESCRIPTION
The Director of Global Collections Operation is responsible for the creation, development and implementation of global strategies that ensure effective collection results. This role is considered as agile and a thought leader requiring an innovative approach and the ability to drive industry-leading strategies that are transformative to our global collections operations. This can be accomplished through digitalization, process automation, updated tactics, and new ideas to achieve economies of scale and efficiency. This includes day-to-day operations of the teams across our global sites, analysis of our current strategies and recommendation of changes based on internal and external environmental factors. Adherence to all relevant laws and regulations as well as considering client’s needs is necessary. < r>
QUALIFICATIONS
- Bachelor's degree in Business Administration, Analytics, Marketing, or related field or a combination of education and experience.
- Willing to work onsite or relocate in Sibulan, Negros Oriental
- 7+ year with experience in credit card collections in a non/sub-prime environment
- 5-10 experience directly related to the primary responsibilities listed and inclusive of leadership roles and corporation experience
- Demonstrated ability to communicate effectively and constructively in writing and verbally with all levels of employees while exhibiting strong judgement and diplomacy
- Demonstrate a passion for driving decisions and executing strategies in a fluid environment
- Master knowledge of collection techniques (auto dialer strategies, negotiation tactics, various voice, and non-voice strategies)
- Extensive knowledge of state and federal regulations (credit reporting, OCA, FDCPA, Reg F, UDAAP, etc.)
- Flawless blend of business knowledge, strong analytical acumen, problem-solving, coaching, mentoring and tracking of results
This advertiser has chosen not to accept applicants from your region.
1
Director of Global Collections Operation (BPO) - Negros Oriental
Sibulan, Negros Oriental
WHR Global Consulting
Posted 17 days ago
Job Viewed
Job Description
The Director of Global Collections Operation is responsible for the creation, development and implementation of global strategies that ensure effective collection results. This role is considered as agile and a thought leader requiring an innovative approach and the ability to drive industry-leading strategies that are transformative to our global collections operations. This can be accomplished through digitalization, process automation, updated tactics, and new ideas to achieve economies of scale and efficiency. This includes day-to-day operations of the teams across our global sites, analysis of our current strategies and recommendation of changes based on internal and external environmental factors. Adherence to all relevant laws and regulations as well as considering client’s needs is necessary.
br>
Primary Responsibilities
Create, implement and monitor new and improved strategies for collection performance efficiency
Lead an international team through day to day operations across global enterprise including staffing, training, and performance management
Develop and maintain strong relationships with the clients focusing in high levels of client satisfaction
Collaborate with other departments to ensure seamless integration of collection activities with other business units
Work closely with Communication Strategy Department in the development and implementation of collection campaigns and initiatives including the use of technology and business intelligence improve performance
Ensure unit meets all performance metrics and targets. Abel to quickly pivot to meet established goals
Ensure the unit remains current with industry developments and best practices, as well as customer behavior in the current financial or related industry environment
Ability to work under pressure and manage multiple priorities in a fast-paced environment
Provide frequent reports on collection performance to internal, external clients, and management, identifying trends and recommending strategy for improvement
Attend industry-specific events, conferences and/or meetings to continue to deepen expertise in trends, regulations and relevant competitors
Develop, implement and maintain policies and procedures for the collection process, ensuring compliance with all related laws and regulations
Primary Requirements
Bachelor's degree in Business Administration, Analytics, Marketing, or related field or a combination of education and experience.
Willing to work onsite or relocate in Sibulan, Negros Oriental
7+ year with experience in credit card collections in a non/sub-prime environment
5-10 experience directly related to the primary responsibilities listed and inclusive of leadership roles and corporation experience
Demonstrated ability to communicate effectively and constructively in writing and verbally with all levels of employees while exhibiting strong judgement and diplomacy
Demonstrate a passion for driving decisions and executing strategies in a fluid environment
Master knowledge of collection techniques (auto dialer strategies, negotiation tactics, various voice, and non-voice strategies)
Extensive knowledge of state and federal regulations (credit reporting, OCA, FDCPA, Reg F, UDAAP, etc.)
Flawless blend of business knowledge, strong analytical acumen, problem-solving, coaching, mentoring and tracking of results
br>
Primary Responsibilities
Create, implement and monitor new and improved strategies for collection performance efficiency
Lead an international team through day to day operations across global enterprise including staffing, training, and performance management
Develop and maintain strong relationships with the clients focusing in high levels of client satisfaction
Collaborate with other departments to ensure seamless integration of collection activities with other business units
Work closely with Communication Strategy Department in the development and implementation of collection campaigns and initiatives including the use of technology and business intelligence improve performance
Ensure unit meets all performance metrics and targets. Abel to quickly pivot to meet established goals
Ensure the unit remains current with industry developments and best practices, as well as customer behavior in the current financial or related industry environment
Ability to work under pressure and manage multiple priorities in a fast-paced environment
Provide frequent reports on collection performance to internal, external clients, and management, identifying trends and recommending strategy for improvement
Attend industry-specific events, conferences and/or meetings to continue to deepen expertise in trends, regulations and relevant competitors
Develop, implement and maintain policies and procedures for the collection process, ensuring compliance with all related laws and regulations
Primary Requirements
Bachelor's degree in Business Administration, Analytics, Marketing, or related field or a combination of education and experience.
Willing to work onsite or relocate in Sibulan, Negros Oriental
7+ year with experience in credit card collections in a non/sub-prime environment
5-10 experience directly related to the primary responsibilities listed and inclusive of leadership roles and corporation experience
Demonstrated ability to communicate effectively and constructively in writing and verbally with all levels of employees while exhibiting strong judgement and diplomacy
Demonstrate a passion for driving decisions and executing strategies in a fluid environment
Master knowledge of collection techniques (auto dialer strategies, negotiation tactics, various voice, and non-voice strategies)
Extensive knowledge of state and federal regulations (credit reporting, OCA, FDCPA, Reg F, UDAAP, etc.)
Flawless blend of business knowledge, strong analytical acumen, problem-solving, coaching, mentoring and tracking of results
This advertiser has chosen not to accept applicants from your region.
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