Collection Outbound Supervisor

DUTIES AND RESPONSIBILITIES

1. Assists in the day-to-day operations of the team. Collection

2. Handles the assignment of email received from the client to the email agent.

3. Monitors performance of assigned email agents based on the agreed daily email target.

4. Assists in providing technical support to the email agent if necessary.

5. Accommodates email escalation and provides resolution or further escalate to the

Unit Lead, if necessary.

6. Oversees the team during their working hours. Renders overtime work as needed.

7. Prepares reports needed by the Central Unit Lead such as Email Productivity Report,

Agent Performance Report, and others as may be needed.

8. Performs email audits.

9. Ensures that appropriate email templates are used by the email agent.

10. Ensures that SAP Z-diary togging is being done by the email agent.

11 Reviews and executes created CRM tickets by the assigned email agent

12. Conducts coaching and training to improve productivity of emails

13. Performs other tasks as maybe assigned from time to time.

JOB QUALIFICATIONS AND SKILLS REQUIRED

1. Must be a graduate of any business course or its equivalent.

2. Preferably with work experience in real estate or call center.

3. Must have at least three (3) years of supervisory work experience preferably in collection.

4. With leadership skills.

5. Must be keen to details.

6. With good communication skills, verbal and written.

7. Adept in using MS Office Proficient (MS Excel, Power point, Word)

ACCOUNTABILITIES

1 Email /inbox management

2. Target SLA achievement

3. Compliance to Data Privacy Act