Collections Supervisor

CCSi; Ciudad de México; Presencial; MXN 3.862.000 - 5.407.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Comprehensive legal benefits starting

Access to a savings fund

Descripción de la vacante

Call Center Services International is seeking an experienced Collections Supervisor to lead a busy call center team in Mexico City. You will guide agents, monitor performance, and ensure compliance with FDCPA and CFPB standards while driving process improvements and staff development.

Responsibilities include coaching, reporting, and delivering training to maintain high standards of efficiency and adherence to regulations.

Formación

• Experience in managing teams in a high-volume call center.
• Solid knowledge of debt collection laws (FDCPA, CFPB).
• Strong analytical capabilities to interpret data and drive improvements.
• Excellent leadership, mentoring, and communication skills.
• Experience creating training content and facilitating staff growth sessions.
• Ability to handle multiple tasks while maintaining compliance.

Responsabilidades

• Lead, support, and inspire collection staff to reach recovery goals and build a results-driven environment.
• Regularly review metrics, conduct evaluations, and provide coaching to boost agent success.
• Ensure all collection activities comply with company rules and legal requirements (FDCPA/CFPB).
• Review workflows, identify improvements, and implement strategies to increase collection success.
• Create detailed performance reports and share trends with management.
• Develop and lead training sessions to keep agents skilled in collection techniques and compliance.

Conocimientos

Leadership

Analytical thinking

Verbal communication

Training content creation

Compliance knowledge

Descripción del empleo

Call Center Services International is seeking an experienced Collections Supervisor to manage our busy call center operations. In this key position, you will guide a group of collection agents, focusing on improving results, ensuring full compliance with laws, and offering ongoing guidance. The right person will help the team meet and exceed collection goals while upholding high standards of efficiency and rule-following.

Responsibilities

• Team Guidance: Lead, support, and inspire collection staff to reach recovery goals and build a results-driven environment.
  
• Performance Tracking: Regularly review individual and group metrics, perform detailed evaluations, and provide specific coaching to boost agent success.
  
• Compliance Oversight: Ensure all collection activities follow company rules and legal requirements, such as FDCPA and CFPB regulations.
  
• Process Improvement: Review existing workflows to find areas for improvement and implement strategies that increase collection success.
  
• Reporting and Insights: Create detailed performance reports, analyze key data points, and share important findings about trends and productivity with management.
  
• Staff Development: Develop and lead training sessions to keep agents skilled in current collection techniques and compliance rules.
  

Requirements

Requirements

• Demonstrated history of managing teams in a high-volume call center setting.
  
• Solid knowledge of debt collection laws, specifically FDCPA and CFPB standards.
  
• Strong analytical capabilities to interpret data and implement performance enhancements.
  
• Excellent leadership, mentoring, and verbal communication skills.
  
• Background in creating training content and facilitating staff growth sessions.
  
• Capacity to handle multiple tasks while maintaining precision and adherence to compliance standards.
  
• Compensation: Weekly salary ranging from $5,000 to $7,000, tax free.
  
• Incentives: Monthly performance bonus of $350 USD and an adherence bonus of $200 USD.
  
• Schedule: Availability required from 7:00 am to 8:00 pm, Monday through Saturday, with one weekday off and Sundays off.
  
• Perks: Comprehensive legal benefits starting from day one and access to a savings fund.