Call Collection Supervisor (Fintech)

TL;DR

Call Collection Supervisor (Fintech): Supervise and guide collection and verification agents to meet targets and KPIs such as PTP conversion, cash collected, and contact rates with an accent on team performance management and operational oversight. Focus on analyzing metrics, ensuring regulatory compliance, conducting quality audits, and implementing strategies to optimize productivity and efficiency.

Location: National Capital Region, Philippines

Company

Fast-growing fintech company based in the Philippines offering fair and accessible digital lending solutions to promote financial inclusion.

What you will do

• Supervise collection/verification agents, monitor daily performance metrics like PTP conversion, cash collected, contact rate, and TAT.
• Conduct coaching, mentoring, performance evaluations, and real-time monitoring to optimize productivity and workflows.
• Ensure compliance with policies and regulations through call listening, quality audits, and field checks; resolve escalations.
• Analyze data, generate reports on efficiency and trends, and recommend improvements.
• Collaborate with supervisors, RPA, management, and field teams for process enhancements and seamless integration.
• Support agent development via training, motivation, recognition, and addressing behavioral issues.

Requirements

• Minimum 2 years in collections, verification, or related fields; prior team leader/supervisor experience a plus.
• Strong leadership, coaching, negotiation, communication, and problem-solving skills.
• Ability to analyze performance metrics and implement improvements; knowledge of strategies, compliance, and customer handling.
• Proficiency in dialer systems, CRM tools, and reporting dashboards.
• Proven track record in achieving targets; high integrity and decision-making under pressure.
• Bachelor's in Business, Finance, or related (preferred); flexibility for fast-paced environment and shifting schedules.