Remote Operations Supervisor — Bilingual CS/Collections

OpenKrill

United States

Remote

USD 23,000 - 28,000

Full time

2 days ago

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Benefits offered by this job

Flexible paid time off

Annual performance bonus

Fully remote work

Job summary

Kafene seeks an Operations Supervisor to lead a remote team of Customer Service and Collections agents in Guatemala. You will coach, monitor performance, and handle escalations while ensuring compliant, accurate interactions across English and Spanish queues.

You will collaborate with QA, Training, and Workforce Management to optimize coverage, standards, and processes in a fully remote setup.

Qualifications

2+ years in customer service/collections with supervisory experience.
Fluency in English and Spanish is required.
Strong knowledge of service KPIs and data-driven improvements.
Knowledge of FDCPA/TCPA disclosures and compliance.
Experience using Five9, Excel, and reporting tools.
Proven coaching and conflict-resolution skills under pressure.
Experience leading remote teams and maintaining a productive home setup.
Background in BPO, contact center, or consumer finance is a plus.

Responsibilities

Lead and coach the team with regular one-on-ones and clear goals.
Track service and collections metrics daily and address slippage.
Escalate complex issues and review payment arrangements per policy.
Ensure compliance in call notes and disclosures.
Collaborate with QA and Training to close knowledge gaps.
Coordinate with Workforce Management on coverage and shifts.
Improve scripts, best practices, and procedures.
Ensure smooth hand-offs between Customer Service, Collections, and Merchant Support.