BPO Supervisor - Telephone Collections

About the company

At DiDi Fintech, we have the mission to provide financial empowerment to more people and communities around the world. We are making digital financial services more accessible and providing better ways for users to earn, grow, and spend their money. Join us as we help our users create the technology that facilitates better finances.

At DiDi Fintech, we have the mission to provide financial empowerment to more people and communities around the world. We are making digital financial services more accessible and providing better ways for users to earn, grow, and spend their money. Join us as we help our users create the technology that facilitates better finances.

Your tasks

Supervise the daily performance of the assigned team by monitoring KPIs (productivity, quality, response times, process compliance)

Implement policies and procedures for internal controls in collections for the BPO´s

Be in charge of ensuring that the necessary personnel are available within each BPO, managing attendance control, punctuality, compliance with shifts and schedules, and in general, operational discipline.

Identify opportunities and propose initiatives aimed at continuous improvement.

Maintain direct supervision over the BPO´s through effective and constant verbal and written communication, with the objective of improving and maximizing recovery.

Prepare organized informative reports with follow-up and discipline for the Supervisor and the team Manager regarding the management results of the BPO´s.

Provide daily support to the BPO´s regarding: technical support, PIXIU users, connectivity, and system problems.

Requirements

Knowledge of soft skills such as Conflict Management, Leadership, and team management.

• 1 year or more in the position of BPO Supervisor or Team Leader within the same company.+
• Experience in Telephone Collections and portfolio recovery.
• Preferably, experience in the financial industry (Bank/Financial Services) or Fintech.
• Management of teams between 10 and 20 people
• Intermediate management of Excel and reporting tools.
• Mastery of quality controls, call model, and continuous improvement focused on quality.
• Mastery of controls and follow-up on the training process.

-Requirements- Minimum education: Upper secondary education - Bachillerato General 2 years of experience Languages: English Keywords: residente, encargado, supervisor, subgerente, responsable, coordinador, gestor, capitan, cobro, payment, collection

What we offer

Salary and Benefits

• 10,000 to 15,000 gross monthly (before taxes)
• Quarterly Bonus (according to what is recovered)
• 1,700 to use in the DiDi application
• 1,200 mxn grocery vouchers
• 30 days of aguinaldo
• 12 days of vacation / 50% vacation premium
• Life insurance
• Major medical expenses insurance (individual)

Other

Modality 100% on-site

Location Insurgentes sur - Leaving the MB 'Piedad'', availability for commuting.

Schedule: Monday to Friday. </body>