Collections Supervisor

Manage and supervise collection agent teams, including in-house and external vendors, while strategically allocating delinquent leads to maximize recovery rates. Set, monitor, and evaluate individual KPIs to achieve collection targets, providing regular coaching and training to improve team performance and negotiation skills. Monitor call quality for compliance, handle escalated cases, and conduct collection performance reports on outstanding debts. Assist the team with difficult calls and collaborate with relevant parties for OA portfolio updates. Proactively identify process improvements while strictly adhering to company policies and SOPs.