Collections Ops Supervisor - On-Site, Growth & Coaching

Redial BPO; Mexicali; Presencial; MXN 350.000 - 520.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Growth opportunities

On-site clinic

IMSS/Infonavit/Fonacot benefits

Descripción de la vacante

Redial BPO is seeking a Collections Operations Supervisor for an on-site role in Mexicali. You will lead a team of collection professionals, optimize dialer campaigns, and drive performance while ensuring compliance and high-quality customer interactions.

The role requires 2+ years in collections, 1+ year in supervision, strong coaching, KPI management, and dialer expertise. Excel proficiency and excellent communication are essential.

Formación

• 2+ years of collections experience in banking, financial services, or BPO environments.
• 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.
• Strong analytical and problem-solving abilities.
• Intermediate to advanced Microsoft Office skills, particularly Excel.

Responsabilidades

• Monitor 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 and performance.
• Monitor dialer performance, agent utilization, and campaign effectiveness.
• Analyze dialer reports and collection data to identify opportunities for increased recoveries and improved productivity.
• Partner with Workforce Management to adjust dialing strategies and campaign settings.

Conocimientos

Collections experience

Supervisory

Coaching & development

KPIs & metrics

Dialer campaigns

Dialer metrics

Communication skills

Analytical skills

Excel mastery

Herramientas

Genesys

Five9

Noble

LiveVox

Aspect

Descripción del empleo

Redial BPO is seeking a Collections Operations Supervisor for an on-site role in Mexicali. You will lead a team of collection professionals, optimize dialer campaigns, and drive performance while ensuring compliance and high-quality customer interactions.

The role requires 2+ years in collections, 1+ year in supervision, strong coaching, KPI management, and dialer expertise. Excel proficiency and excellent communication are essential.