Our Bank Services division is seeking an experienced and results-driven Collections Supervisor to lead a team of collection professionals while ensuring operational excellence, compliance, and outstanding customer interactions. The idóneo candidate is a strong leader with a proven track record in collections, performance management, coaching, dialer management, and driving results in a fast-paced environment.
As a Collections Supervisor, you will be responsible for overseeing daily operations, developing team performance, managing dialer strategies, achieving collection targets, and fostering a culture of accountability and continuous improvement.
Key Responsibilities
- 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.
Qualifications
Required
- Minimum of 2 years of collections experience in banking, financial services, or BPO environments.
- At least 1 year of supervisor