Credit/collection specialist
San Fernando
Job Description
Posted on 13 May 2026Supervise and manage a team of at least 15 first-party collections agents for the Telecom account
Own the nesting-to-production transition: bridge the gap between classroom training and the floor through structured ramp coaching, mock calls, role-plays, and side-by-sides — with a measurable target of bringing new agents to full performance within 2 weeks of training graduation
Lead daily inbound and outbound collections operations, focused on save rate, right-party-contact (RPC), quality score, and AHTConduct call audits against the QA scorecard; deliver feedback that improves agent performance and account compliance
Coach and develop agents on payment objection handling, save techniques, compliance, and behavioral improvements
Evaluate existing training and onboarding programs; identify gaps and recommend improvements based on observed agent performance and ramp dataSend daily production reports to senior leadership with clear narrative on team performance, risks, and corrective actions
Adjust team schedules and adapt to changing client requirements, policies, and business needs
Implement and enforce company and client policies and procedures
Qualifications/Requirements
3–5 years leading a collections team, with at least 2 years in first-party collections (inbound and outbound)Experience in telecom, cable, or utilities collections strongly preferred
Demonstrated ability to drive save rate, RPC, and quality score improvements
Experience auditing calls against a structured QA scorecard
Excellent coaching, mentoring, and communication skills
Strong leadership, problem-solving, and decision-making skills
Comfortable working US-aligned hours
Work location
CITY OF SAN FERNANDO (CAPITAL), PAMPANGA
Remarks
No additional remarks
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