Collections Supervisor - Manila

Description for Internal Candidates Join our team as a Collections Supervisor, where you will have the opportunity to develop and manage a team of front-line specialists, achieving and reporting key performance metrics. This role offers a chance for career growth, skill development, and the opportunity to contribute to a dynamic team. As a Collections Supervisor in our Manila team, you will oversee the performance and development of a team of front-line specialists, making strategic decisions and handling escalated customer issues. Your role will be instrumental in achieving both short and long-term business objectives. Your skills in process improvement and project management will be highly valued. We seek someone with excellent communication skills, a strong background in customer service or sales, and preferably with collections experience. Job Responsibilities:

• Regularly conduct staff meetings, individual coaching conversations and reviews;
• Emulate Customer Obsession principles in every decision-making
• Make recommendations on hiring, corrective actions, salary action and promotions;
• Forecast and manage team performance;
• Provide leadership to the team through active recognition of employee successes, consistent positive reinforcement, and timely performance feedback.
• Manage team performance, leading by example and coaching on key behaviors to motivate sustained results; this includes using performance management resources to proactively monitor, coach and develop employees, recognizing strong performers and managing those not meeting performance standards

• Minimum of 3 years people manager and/or collections experience preferred
• Must be willing to work in an environment that requires phone-based customer interaction
• In-depth understanding and practice of Coaching for Results
• Excellent communication and presentation skills
• Preferably with Collections background
• Strong Customer Service or Sales background
• Preferably with process improvement and innovation / project management background