Collections Supervisor: Lead Team & Dialer Optimization

Redial BPO; Mexicali; On-site; MXN 335,000 - 603,000; Full time

Job summary

Redial BPO in Mexicali is seeking an experienced Collections Supervisor to lead a team of collection professionals and drive performance. You will oversee daily operations, coach staff, and manage dialer strategies while ensuring compliance and customer care.

The ideal candidate has a proven track record in collections, excels at KPI management, and can optimize campaigns across Genesys, Five9, and other platforms.

Qualifications

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

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.

Skills

Coaching

Leadership

Analytical thinking

Communication skills

Excel

KPI management

Tools

Genesys

Five9

Noble

LiveVox

Aspect

Job description

Redial BPO in Mexicali is seeking an experienced Collections Supervisor to lead a team of collection professionals and drive performance. You will oversee daily operations, coach staff, and manage dialer strategies while ensuring compliance and customer care.

The ideal candidate has a proven track record in collections, excels at KPI management, and can optimize campaigns across Genesys, Five9, and other platforms.