Collections Operations Supervisor

About the role

The Bank Services division seeks an experienced Collections Operations Supervisor to lead a team of collection professionals, ensure operational excellence, compliance, and deliver outstanding customer interactions.

Key responsibilities

• Monitor and manage collection metrics, productivity, and quality standards.
• Conduct regular coaching, performance reviews, and development planning.
• Support escalated customer situations and provide effective resolution strategies.
• Analyze performance trends and implement action plans to improve results.
• Manage and optimize predictive, progressive, or preview dialer campaigns to maximize contacts and recoveries.
• Collaborate with Workforce Management and Operations to adjust dialing strategies based on business needs.

Required profile

• Minimum 2 years of collections experience in banking, financial services, or BPO.
• At least 1 year of supervisory or team‑lead experience.
• Strong analytical, problem‑solving, and communication skills.
• Hands‑on experience with dialer performance metrics and campaign optimization.

Required skills

• Microsoft Excel (intermediate to advanced).
• Predictive, progressive, and preview dialer platforms.
• Familiarity with dialer systems such as Genesys, Five9, Noble, LiveVox, or Aspect.

What we offer

• Growth opportunities in a supportive work environment.
• On‑site clinic access for wellness.
• Legal benefits from day one (IMSS, Infonavit, Fonacot, Caja de Ahorro).