Collections Operations Supervisor

Collections Operations Supervisor – Call CenterCampaign: Collections

Location: On-site.

Address: Av. Gral. Ignacio Zaragoza 1298, Nueva, 21100 Mexicali, B.C.

Role Overview

Our Bank Services division is seeking an experienced and results-driven Collections Supervisor to lead a team of collection professionals while ensuring operational excellence, compliance, and outstanding customer interactions. The ideal candidate is a strong leader with a proven track record in collections, performance management, coaching, dialer management, and driving results in a fast-paced environment.

As a Collections Supervisor, you will be responsible for overseeing daily operations, developing team performance, managing dialer strategies, achieving collection targets, and fostering a culture of accountability and continuous improvement.

Key Responsibilities

• Monitor and manage key collection metrics, productivity, and quality standards.
• Conduct regular coaching sessions, performance reviews, and development planning.
• Support escalated customer situations and provide effective resolution strategies.
• Analyze collection performance trends and implement action plans to improve results.
• Collaborate with leadership to drive operational improvements and achieve business objectives.
• Manage and optimize dialer campaigns to maximize right-party contacts, promise-to-pay rates, and overall collection performance.
• Monitor dialer performance, agent utilization, and campaign effectiveness to ensure operational efficiency.
• Analyze dialer reports and collection data to identify opportunities for increased recoveries and improved productivity.
• Partner with Workforce Management and Operations teams to adjust dialing strategies and campaign settings based on business needs.
• Troubleshoot dialer-related issues and coordinate with internal support teams to ensure minimal operational disruption.
• Ensure all dialing activities comply with regulatory requirements, client expectations, and company policies.

QualificationsRequired

• Minimum of 2 years of collections experience in banking, financial services, or BPO environments.
• At least 1 year of supervisory, team lead, or people management experience.
• Strong coaching, leadership, and employee development skills.
• Experience managing KPIs and performance metrics.
• Hands-on experience managing predictive, progressive, or preview dialer campaigns.
• Strong understanding of dialer performance metrics, call routing, list management, and campaign optimization.
• Excellent verbal and written communication skills.