Collection Supervisor (BPO) - Negros Oriental

Collection Supervisor (BPO)
Location: Sibulan, Negros Oriental, Philippines
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.