Collections Operations Supervisor – Call Center
Campaign: Collections
Location: On-site.
Address: Av. Gral. Ignacio Zaragoza 1298, Nueva, 21100 Mexicali, B.C.
Role Overview
Our Bank Services division is seeking an experienced and results-driven Collections Supervisor to lead a team of collection professionals while ensuring operational excellence, compliance, and outstanding customer interactions. The ideal candidate is a strong leader with a proven track record in collections, performance management, coaching, dialer management, and driving results in a fast-paced environment.
As a Collections Supervisor, you will be responsible for overseeing daily operations, developing team performance, managing dialer strategies, achieving collection targets, and fostering a culture of accountability and continuous improvement.
Key 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.
Qualifications
Required
- Minimum of 2 years of collections experience in banking, financial services, or BPO environments.
- 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.
Preferred
- Experience in banking collections or financial services.
- Experience with dialer platforms such as Genesys, Five9, Noble, LiveVox, Aspect, or similar systems.
- Familiarity with compliance and regulatory requirements related to collections.
What We Offer
- Growth: A great work environment that fosters professional development.
- Wellness: On-site clinic access.
- Security: Law benefits from day one (IMSS, Infonavit, Fonacot, Caja de Ahorro).
All qualified applicants will be evaluated based on their experience, skills, and competencies relevant to the role. We do not discriminate on the basis of race, gender, age, disability, religion, sexual orientation, or any characteristic protected by applicable law.
REDIAL BPO will never request any type of payment during the recruitment process, including applications, interviews, or job placement. If you are asked for payment by anyone claiming to represent REDIAL BPO, please consider it fraudulent and report it immediately.