Collections Supervisor

Call Collection Supervisor

Responsibilities:

1. Performance Management & KPI Monitoring

• Ensure 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 Oversight

• Manage 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 & Compliance

• Conduct 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 & Analysis

• Prepare 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 Leadership

• Provide 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 Resolution

• Act 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 Supervisor

Qualifications:

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 Management

• Supervise 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 Achievement

• Ensure 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 Control

• Ensure 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 Support

• Provide 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 & Monitoring

• Submit 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 Engagement

• Conduct random spot checks or accompany field collectors during high-risk visits.
• Validate addresses or field issues, especially in skip tracing or legal-served accounts.