Collections Operations Supervisor

Mexico·Mexicalimid

OtherOperations Supervisor

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Quick Summary

Overview

Collections Operations Supervisor – Call Center Campaign: Collections Location: On-site. Address: Av. Gral. Ignacio Zaragoza 1298, Nueva, 21100 Mexicali, B.C.

Technical Tools

OtherOperations Supervisor

Responsibilities

~1 min read

→Monitor and manage key collection metrics, productivity, and quality standards.
→Conduct regular coaching sessions, performance reviews, and development planning.
→Support escalated customer situations and provide effective resolution strategies.
→Analyze collection performance trends and implement action plans to improve results.
→Collaborate with leadership to drive operational improvements and achieve business objectives.
→Manage and optimize dialer campaigns to maximize right-party contacts, promise-to-pay rates, and overall collection performance.
→Monitor dialer performance, agent utilization, and campaign effectiveness to ensure operational efficiency.
→Analyze dialer reports and collection data to identify opportunities for increased recoveries and improved productivity.
→Partner with Workforce Management and Operations teams to adjust dialing strategies and campaign settings based on business needs.
→Troubleshoot dialer-related issues and coordinate with internal support teams to ensure minimal operational disruption.
→Ensure all dialing activities comply with regulatory requirements, client expectations, and company policies.

Requirements

~1 min read

Minimum of 2 years of collections experience in banking, financial services, or BPO environments.
At least 1 year of supervisory, team lead, or people management experience.
Strong coaching, leadership, and employee development skills.
Experience managing KPIs and performance metrics.
Hands-on experience managing predictive, progressive, or preview dialer campaigns.
Strong understanding of dialer performance metrics, call routing, list management, and campaign optimization.
Excellent verbal and written communication skills.
Strong analytical and problem-solving abilities.
Intermediate to advanced Microsoft Office skills, particularly Excel.

Nice to Have

~1 min read

Experience in banking collections or financial services.
Experience with dialer platforms such as Genesys, Five9, Noble, LiveVox, Aspect, or similar systems.
Familiarity with compliance and regulatory requirements related to collections.