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