Call Collection Supervisor (Fintech)

Location: Philippines

Company

hirify.global is a fintech company developing accessible digital financial and lending products for customers in the Philippines.

What you will do

• Monitor team performance against cash collection targets, QC scores, compliance rates, kept promises-to-pay, after-call work, and attendance KPIs.
• Manage the PDS Dialer, monitor call flow, lost calls, agent statuses, idle time, and post-processing activity.
• Conduct coaching sessions, support agents during calls, and drive improvement among previously non-compliant agents.
• Prepare daily and weekly reports and analyze lost calls, contact rates, kept PTP rates, QC results, and agent productivity.
• Investigate and escalate fraud triggers, call manipulation, and misreporting.
• Act as the first escalation point and coordinate with QC, Telephony, and IT teams on audits, dialer issues, connectivity problems, and work-blocking issues.

Requirements

• 3–4+ years of experience in collections or call center operations and 3+ years in a supervisory or leadership role.
• Bachelor’s degree preferred or equivalent work experience.
• Hands-on experience with PDS Dialer or similar outbound dialer systems.
• Familiarity with telephony dashboards, QA/QC tools, and reporting software.
• Effective verbal and written English communication.
• Ability to lead, enforce standards, and drive accountability.
• Ability to work calmly under pressure in high-volume, time-sensitive situations.
• Analytical skills for KPI monitoring and trend analysis, along with coaching and mentoring ability.
• Compliance- and quality-focused mindset.

Nice to have

• Experience in dialer optimization and traffic management.
• Knowledge of fraud detection and prevention in call operations.
• Proficiency in Excel or data visualization tools.

Culture & Benefits

• Opportunity to contribute to a growing international fintech company.
• Work on products focused on financial inclusion, accessible lending, and customer service in the Philippines.