Job Description
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...