Collections Supervisor

Call Collection SupervisorResponsibilities:1. Performance Management & KPI MonitoringEnsure the team meets 100% of assigned cash collection targets through effective monitoring and coaching.Track and maintain QC Score (>93%) and Overall QC Compliance (>90%) by reviewing call audits and compliance reports.Monitor Kept PTP from Contacts (≥30%) to ensure promises made during calls are fulfilled.Maintain After Call Work (ACW) below 10 seconds to optimize efficiency and reduce idle time.Ensure Attendance Rate (≥97%) across the team.2. Dialer System OversightManage and monitor the PDS Dialer system to ensure smooth call flow.Check Lost Call % and take corrective actions to minimize call failures.Monitor agent statuses (e.g., ACW/Post-processing, Idle Time) and intervene when necessary to maintain productivity.3. Quality & ComplianceConduct regular coaching sessions and ensure at least 60% improvement among previously non-compliant agents.Validate argument compliance (>85%) and effective arguments (>90%) based on QC standards.Investigate and escalate any fraud triggers, such as call manipulation or misreporting.4. Reporting & AnalysisPrepare daily/weekly reports on cash collection performance, QC scores, dialer metrics, and agent productivity.Analyze trends in lost calls, contact rates, and PTP kept rates to identify improvement areas.5. Team LeadershipProvide real-time support to agents during calls.Collaborate with the QC Team for audits and feedback implementation.Ensure proper attendance tracking, adherence to schedules, and compliance with company policies.6. Issue ResolutionAct as the first escalation point for call-related issues.Coordinate with Telephony/IT teams for dialer or connectivity problems, as well as any other issues that may block work.Field Collection SupervisorQualifications:Experience:At least 2–3 years of experience in field collection or a supervisory role.Skills:Strong leadership and people management skills.Knowledge of collection processes and skip tracing.Familiarity with route planning, GPS tracking, and reporting tools.Ability to handle conflict and customer resistance in the field.Basic data analysis and Excel reporting skills.Others:Must have a valid driver’s license and be able to travel as needed.Familiarity with local geography or assigned areas is a plus.High integrity and ability to handle confidential information responsibly.Responsibilities:1. Team ManagementSupervise and lead a team of field collectors to achieve collection targets.Monitor daily field activities and ensure proper route planning and productivity.Conduct regular performance reviews and coaching sessions.2. Target AchievementEnsure monthly and weekly cash collection and visit ratio targets are met.Assist in strategizing collection efforts for hard-to-collect accounts.Monitor performance per bucket (e.g., 31–60 DPD, 61–90 DPD, 91+ DPD).3. Compliance & Quality ControlEnsure adherence to company policies and code of conduct.Review and validate visit reports, proofs of visits, and customer engagements.Report any suspicious activity or performance red flags.4. Operational SupportProvide support during customer escalations and sensitive accounts.Coordinate with other departments, such as Legal, Verification, and HR, for aligned actions.Handle collector scheduling, route optimization, and manpower assignments.5. Reporting & MonitoringSubmit regular reports on collection performance, visit ratios, and field challenges.Track absenteeism, visit efficiency, and visit-to-collection conversion rates.Recommend disciplinary action when needed based on verified performance issues.6. Field EngagementConduct random spot checks or accompany field collectors during high-risk visits.Validate addresses or field issues, especially in skip tracing or legal-served accounts.