BPO Management Supervisor

Job Description

• Observe and assess OA performance in following collection procedures.
• Conduct surprise phone monitoring calls to evaluate collection skills and script adherence.
• Provide constructive feedback and coaching to OA supervisors and collectors for improved performance.
• Audit OA activities to confirm adherence to collection policies and procedures.
• Review daily account activity for effectiveness and identify potential fraud cases.
• Analyze discrepancies between forecasted and actual OA performance.
• Update performance dashboards and develop action plans to address performance gaps.
• Prepare and assign workload to OAs, ensuring adherence to established guidelines.
• Review OA organizational structure and resource allocation to support successful collection efforts.
• Approve write-offs (haircut accounts) within designated limits.

Requirements

• Bachelor's degree in any field (Business Administration or Law preferred).
• Minimum 3 years of experience in OA Management, Collection Supervisor, or a related field.
• Experience in the credit card or financial services industry is a plus.
• Strong analytical and problem-solving skills.
• Excellent negotiation and communication skills.
• Knowledge of collection industry regulations (e.g., Collection ACT).
• Experience with collection software and performance dashboards.
• Able to work on shift or weekend (Sat-Sun).