COLLECTION SUPERVISOR

Description

Job Summary: Manage and lead the collections team, optimizing credit recovery strategies and ensuring process quality and employee development. Key Highlights: 1. Team management and development for collections 2. Definition of credit recovery strategies 3. Monitoring of KPIs and process quality **Responsibilities:** * Manage the collections team * Supervise and guide collections operators * Track individual and team goals * Distribute collections portfolios among agents * Monitor productivity, quality, and script adherence * Conduct periodic feedback sessions with the team * Monitor 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 compliance with company standards during customer interactions * 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 techniques * Keep the team updated on company processes and policies * Conduct alignment and performance review meetings **Cross-functional collaboration** * Collaborate with: Finance Customer Service Sales Legal (when necessary) * Ensure timely updates on payments and agreements.