Collection Supervisor

Tambadana; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading collection service provider in Kuala Lumpur seeks a Collection Supervisor to support the Collection Manager in overseeing operations and improving agent performance. The role involves preparing duty rosters, managing escalated cases, and ensuring compliance with policies. Candidates should have strong leadership and communication skills to coordinate effectively with the team and clients, fostering a productive and compliant work environment. This position offers opportunities for professional growth, with a focus on agent development and quality support.

Responsibilities

• Support Collection Manager to oversee daily operations of the collections team.
• Monitor and evaluate agent performance, providing feedback and coaching.
• Prepare and update daily duty rosters and monthly work schedules.
• Manage escalated collection cases and ensure adherence to policies.

Job description

Rotational shift working hours: Monday - Sunday (5 working days/2 days off)

1. Team Supervision & Development

• Support Collection Manager to oversee daily operations of the collections team.
• Monitor and evaluate agent performance, providing feedback and coaching.
• Facilitate training and development for agents.

2. Scheduling & Daily Operations

• Prepare and update daily duty rosters and monthly work schedules.
• Manage hold call requests and assist agents / customer service with operational or system issues.

3. Reporting & Performance Monitoring

• Support Collection Manager on reporting daily agent headcount, collection performance, and Dialer Queue Lists to HQ.
• Maintain accurate records and prepare performance summaries and dashboards.

4. Collection Operations & Compliance

• Manage escalated collection cases professionally.
• Ensure adherence to collection policies and compliance requirements.
• Support client complaint handling as required (Assisting Collection Manager regarding KPKT’s Complaints).

5. Communication & Campaign Support

• Translate and schedule email/SMS campaigns for collections.
• Maintain professional communication with clients and internal stakeholders.

6. Quality & Technical Support

• Provide support to QC and agents for system, back office, and Power BI issues, and identify process inefficiencies with recommendations for improvement.

Note:

The Supervisor supports the Collection Manager in ensuring efficient operations, accurate reporting, compliance, agent development, and seamless technical and operational support, thereby driving the overall performance of the collections team.