Operations Supervisor

The Supervisor manages the daily operations of a team of experienced agents. This role is focused on ensuring the team meets performance targets, quality standards, and client expectations. Responsibilities include providing guidance and support to agents, handling escalations, maintaining compliance with company policies, and driving process improvements. Exceed the expectations of every customer that chooses us for their equipment needs. 

Supervisory Responsibilities

• As a supervisor, you would manage a team of collection agents or specialists.
• This involves providing guidance, training.
• Ensuring that team members adhere to company policies and legal requirements.

Handling Escalated Cases

• The role involves handling escalated or complex cases that regular agents are unable to resolve.

• This will include negotiating directly with clients or debtors or managing legal proceedings when necessary.

Reporting and Analysis

• Monitoring reporting on the performance of your team and the effectiveness of collection strategies would likely be part of your responsibilities. This involves analyzing data to identify trends and areas for improvement.

Compliance

• Ensuring that all collection activities comply with relevant laws and regulations is crucial to avoid legal issues and maintain ethical standards.

• 2-5 years of customer service/sales experience in BPO
• 1-2 years of experience in Leadership role
• Bachelor’s Degree preferred
• Excellent written and verbal communication skills
• Ability to work in a fast-paced environment and adapt to change
• Passionate about providing a positive leadership