Senior Manager for Collections (Voice)

The Senior Manager for Collections (Voice) is responsible for leading and managing large-scale, voice-based collections operations. The role focuses on achieving performance targets, enhancing customer experience, and ensuring compliance.

Work Setup: Onsite in Alabang, Muntinlupa City.

Key Responsibilities

• Operations & Performance Management: Lead daily collections operations, establish KPIs/SLAs for productivity and recovery, and optimize workflows to increase efficiency
• Leadership & People Management: Lead a team of Supervisors and Team Leaders, conduct performance reviews, and implement reward programs
• Quality & Compliance: Ensure adherence to data privacy and regulatory standards, conduct call audits and quality monitoring
• Process Improvement: Use data-driven insights to recommend automation and process changes that improve collection efficiency.

Key Quali...