Call Center Supervisor - Collections

Description

Job Summary: We are seeking a Call Center Supervisor to lead collections operations, maximizing team productivity and ensuring outstanding recovery results. Key Highlights: 1. Team leadership in collections operations 2. KPI analysis and quality assurance 3. Daily operations management and incident resolution Colektia is the first AI-powered collections company and is considered one of the startups with the highest growth potential in Latin America. Job Mission: We seek a Call Center Supervisor to lead our collections operations focused on one of our portfolios. Your primary mission will be to maximize team productivity, analyze KPIs, and ensure outstanding recovery results while consistently maintaining quality standards and service levels. Responsibilities: - Supervise daily team management, ensuring achievement of daily recovery and contactability targets. - Monitor advisor productivity, adherence, and overall performance. - Conduct call monitoring (call listening) and provide continuous feedback for team improvement. - Ensure strict compliance with policies, regulations, and correct use of scripts. - Manage attendance, connectivity, and operational discipline on the operations floor. - Handle operational incidents, implement corrective actions, and support training initiatives. - Monitor key KPIs and report results directly to the Call Center Management. - Ensure proper use of management systems and tools by the team. Requirements: - MANDATORY experience as a Supervisor or Team Leader in a collections call center (preferably handling charged-off portfolios or retail profiles). - Proficiency in reading and analyzing operational and recovery KPIs. - Ability to generate reports and demonstrate strong team leadership. - Analytical profile, results-oriented, with problem-solving skills. Compensation and Benefits: Commissions: UNCAPPED! Benefits: Statutory benefits Job Stability: Initial contracts of 30 and 60 days, with transition to indefinite-term contracts based on performance. Work Conditions: Work Modality: 100% On-site. Location: Av. Yucatán 388, Los Pinos, Mérida, Yucatán. Schedule: Monday to Friday, 8:00 a.m. to 6:00 p.m. / Rotating Saturdays, 8:00 a.m. to 2:00 p.m. (Sundays always off!). Position Type: Full-time. Workplace: On-site employment. -Requirements- Minimum Education: Upper Secondary Education – General High School Diploma 1 year of experience Age: Between 26 and 45 years Keywords: resident, supervisor, assistant manager, responsible person, coordinator, manager, captain, callcenter, teleoperator, telephone operator, telephonist, telephonic, collections, payment, collection