Call Center Collections Supervisor (Spanish)

About the role

We are seeking an experienced Collections Supervisor to lead a team of telephone agents in a banking call center. The role focuses on achieving aggressive recovery targets while ensuring compliance with banking regulations and internal protocols.

Key responsibilities

• Lead, coach, and coordinate a team of collections agents.
• Ensure daily achievement of recovery, contactability, and promise‑to‑pay goals.
• Monitor and report on key performance indicators (KPIs) such as RPC, recoveries, and fulfilled promises.
• Identify process improvement opportunities and propose corrective actions.
• Prepare management reports and ensure adherence to banking policies and regulations.

Required profile

• Proven experience as a supervisor in a collections call center.
• Strong knowledge of banking collection practices and regulatory requirements.
• Ability to manage operational and strategic KPIs.
• Effective leadership, communication, and conflict‑resolution skills.

Required skills

• Intermediate proficiency in Excel.
• Experience with CRM platforms.
• Familiarity with predictive dialing tools.

What we offer

• Stable employment with a recognized financial brand.
• Dynamic, results‑oriented work environment.
• Opportunities for professional development and internal growth.
• Salary: Q5,600 base plus Q400 productivity bonus.