Job Summary: We are seeking a Call Center Supervisor to lead our collection operations, maximizing team productivity and ensuring outstanding results. Key Highlights: 1. Lead collection operations with a results-oriented approach 2. Maximize team productivity and ensure quality standards 3. Analyze KPIs and drive continuous team improvement Colektia is the first AI-powered collection company and is considered one of the startups with the greatest growth potential in Latin America. Position Mission: We seek a Call Center Supervisor to lead our collection 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 team. - 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 effectively lead work teams. - Analytical profile, results-driven, with strong problem-solving skills. Compensation and Benefits: Commissions: UNCAPED! Benefits: Statutory benefits Job Stability: Initial contracts of 30 and 60 days, with transition to indefinite-term contracts based on performance. Work Conditions: Work Mode: 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, telephone-based, collection, payment, collection