Soft Collections Supervisor Overdue

Duties and Responsibilities Key Responsibilities: Manage overdue accounts for both cars and boda-bodas. Assess staffing needs and ensure adequate coverage. Monitor attendance, approve leave, and manage team schedules. Shadow team leads for performance support and coaching. Track call reach rates, call volumes, and overall efficiency. Ensure targets for calls and collections are met. Leadership and Management Lead the daily operations of the overdue collections team. Supervise and motivate team leads and agents to meet performance goals. Provide ongoing training, coaching, and feedback. Monitor and optimize team performance through regular reviews and call monitoring. Ensure compliance with regulatory requirements and company policies. Address escalated customer issues and provide solutions for customer satisfaction. Foster a customer-centric culture, emphasizing respectful and ethical debt collection practices. Prepare and present regular reports on team performance, key metrics, and collection trends. Set targets for the team, share for approval, and ensure they are met. Develop and implement strategies to optimize workflows and enhance efficiency. Ensure ongoing Performance Improvement Plans (PIPs) are in place, with regular meetings and follow-ups. Collaborate with other departments for compliance and performance improvement. Report to the Head of Department on team performance and trends. Any other duties that may be assigned. Qualifications Bachelor’s degree in a relevant field At least 4 years’ experience in a busy call center environment at a managerial level Ability to provide effective leadership to a large team Ability to offer quick and effective solutions for any complaint Excellent communication and organizational skills We Offer Competitive salary Bonus based on performance Friendly and dynamic work environment Opportunity for personal development go to method of application »