Collection Supervisor (BPO)

Job Description (JD): 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.