COLLECTION SUPERVISOR

Description

Job Summary: Manage the collections team, supervise operators, monitor goals, distribute portfolios, track productivity and quality, and provide feedback. Key Highlights: 1. Team management and development for collections 2. Definition of credit recovery strategies 3. Integration with finance, customer service, and legal departments **Responsibilities:** * Manage the collections team * Supervise and guide collections operators * Monitor individual and collective team goals * Distribute collections portfolios among agents * Monitor productivity, quality, and script compliance * Conduct periodic feedback sessions with the team * Track results **Monitor collections KPIs, such as:** * Recovery rate Recovered amount Number of agreements closed Portfolio delinquency rate * Prepare team performance reports * Analyze results and propose improvement actions **Credit recovery strategies** * Define collection strategies for different customer profiles * Design delinquency recovery campaigns * Adjust negotiation and installment policies * Identify priority portfolios for collection **Process and quality control** * Ensure that customer interactions comply with company standards * Monitor calls and customer interactions * Standardize negotiation approaches * Ensure compliance with internal policies and legislation **Team support** * Support operators in more complex negotiations * Resolve critical cases involving delinquent customers * Handle escalated customer service situations * Maintain positive customer relationships **Training and development** * Train new collections operators * Develop the team’s negotiation skills * Keep the team updated on company processes and policies * Conduct alignment and performance review meetings **Cross-departmental collaboration** * Collaborate with: Finance Customer Service Sales Legal (as needed) * Ensure timely updates on payments and agreements.