Desk Collection Supervisor

Pengiklan Anonim; Banten; On-site; IDR 89,280,000 - 156,240,000; Full time

Job summary

Pengiklan Anonim is seeking an experienced Desk Collection Supervisor to lead a team of collection agents for a collection vendor company. The role focuses on coaching performance, achieving targets, and maintaining ethical collection standards.

You will analyze KPIs, report to management, and coordinate with other departments to improve collection performance, while ensuring compliance and disciplined attendance.

Qualifications

• Experience leading collection teams.
• Strong understanding of collection processes and performance management.
• Proven leadership, communication, coaching and problem-solving skills.
• Ability to translate performance data into actionable improvements.
• Target-oriented, disciplined and able to work under pressure.
• Proficient in Excel/Google Sheets and performance reporting.
• AFPI certification or equivalent is a plus.

Responsibilities

• Lead, supervise, and monitor the daily performance of the collection team.
• Monitor individual and team collection targets.
• Monitor KPIs including collection achievement, productivity, contact rate and quality.
• Conduct regular coaching, briefing, and performance evaluations for collection agents.
• Analyze team performance and identify areas for improvement.
• Take corrective actions and develop improvement plans for underperforming team members.
• Ensure all collection activities comply with policies, regulations, and ethical standards.
• Monitor attendance, discipline, and productivity of team members.
• Prepare and submit performance reports to management.
• Coordinate with other departments to resolve operational issues and improve collection performance.

Skills

Leadership

Coaching

Performance management

Data analysis

Excel/Google Sheets

Communication

Job description

We are looking for an experienced and result oriented Desk Collection Supervisor to lead and manage a team of collection agents for a collection vendor company.

Key responsibilities

Lead, supervise, and monitor the daily performance of the collection team.

Monitor individual and team collection targets.

Monitor key performance indicators (KPIs), including collection achievement, productivity, contact rate, and quality.

Conduct regular coaching, briefing, and performance evaluations for collection agents.

Analyze team performance and identify areas for improvement.

Take corrective actions and develop improvement plans for underperforming team members.

Ensure all collection activities are conducted in accordance with company policies, applicable regulations, and ethical collection standards.

Monitor attendance, discipline, and productivity of team members.

Prepare and submit performance reports to management.

Coordinate with other departments to resolve operational issues and improve collection performance.

About you

Minimum 1 year of experience as a supervisor and managing team, preferably in collection vendor.

Strong understanding of collection processes, strategies and performance management.

Strong leadership, communication, coaching, and problem-solving skills.

Able to analyze performance data and translate it into actionable improvement plans.

Target-oriented, disciplined, and able to work under pressure.

Good knowledge of ethical and compliant collection practices.

Proficient in Microsoft Excel/Google Sheets and familiar with performance reporting.

AFPI certification or equivalent certification is a plus.