Call Center Supervisor

Role Overview

We are looking for a Call Center Supervisor Collections to manage call-center collections performance and drive improvement in bounce, pre-delinquency, and overdue account resolution.

Key Responsibilities

• Monitor and reduce bounce rates at both national and call-center levels.
• Track key performance metrics/KPIs and drive achievement of targets.
• Manage pre-delinquent accounts through call-center and digital channels.
• Drive PTP (Promise to Pay) generation and ensure timely follow-up for overdue accounts.
• Supervise collection tele-calling teams and monitor calling productivity and effectiveness.
• Manage and optimize dialer and digital collection channels to improve contractibility and collection outcomes.
• Drive Risk-X collections performance with a focus on early-bucket and pre-delinquency management.
• Monitor early-bucket accounts and implement strategies for