Collections Supervisor
Digital Collections Supervisor
Join Banco Plata! We have just received our banking license and are entering a stage of accelerated growth, constant innovation, and real opportunities for those who want to build something great.
About the team
The main purpose of a Digital Collections Supervisor is to direct and motivate the collections team, using their knowledge to provide feedback, coaching, and continuous support. Likewise, they will be responsible for supervising the operation of digital channels and, if necessary, directly supporting customer service.
The main functions of our Supervisor are:
Lead and motivate the team
Direct a team of digital collections agents, motivating them to meet daily and monthly objectives, ensuring a positive and productive work environment.
Manage schedules and tasks
Organize and coordinate the schedules, tasks, and responsibilities of the team, ensuring an adequate distribution of the workload and compliance with deadlines.
Monitor and improve performance
Monitor the performance of the executives in charge through digital channels such as chat, WhatsApp, and email, providing continuous feedback to improve their performance and reach established objectives.
Manage operational indicators
Follow up on key performance metrics such as Average Handling Time (AHT), Average Speed of Answer (ASA), productivity, service volume, SLA's compliance, and the quality of written interactions.
Collaborate with the quality area
Follow up with the quality team to identify areas for improvement and ensure that service standards and written communication are met in every interaction with customers.
Provide feedback to executives
Provide effective feedback to executives to guide them in achieving their goals, using coaching and professional development techniques.
Establish improvement strategies
Identify opportunities for improvement in digital channels, developing strategies to increase the efficiency, quality, and effectiveness of the team in account recovery.
Relate to other areas
Collaborate with different departments, such as operations, quality, and finance, to ensure that collections processes are carried out efficiently and in line with company standards.
The Digital Collections Supervisor must meet the following requirements:
Minimum of 2 years of experience in collections, preferably in digital channels.
Minimum of 1 year of experience in leadership positions within collections operations, customer service, or contact center.
Experience managing service teams through chat, WhatsApp, or email.
Knowledge and monitoring of operational KPIs such as AHT, ASA, productivity, SLA's, and service volume.
Excellent spelling and writing skills.
Intermediate English level for written communication.
Solid leadership skills and the ability to motivate a team.
Excellent communication skills (oral and written).
Problem-solving and decision-making capacity.
Experience in schedule management and task follow-up.
Ability to monitor performance and provide constructive feedback.
Oriented toward working for individual and team goals.
Adaptability to change and ability to work under pressure.
Proactivity and dynamism.
At PLATA, we think about you and your well-being
We believe that the most valuable part of the organization is the people, and therefore we offer you the following benefits:
Statutory Benefits (IMSS, Infonavit, etc.)
Major Medical Expenses Insurance
Life Insurance
Career and growth plan
20 days of vacation
15 days of aguinaldo
25% vacation premium
Schedule
Rotating shifts
Rotation every 3 months.
Adjustments according to operational needs and performance.
Days off
1 or 2 days per week.
Generally on Saturday or Sunday.
Education
High school completed.
Preferably incomplete, intern, or completed bachelor's degree.
Why join Banco PLATA?
We believe in people before positions. Here you will find a place where your effort is recognized, your growth matters, and every achievement is celebrated as a team. We are a company that bets on talent, drives new opportunities, and accompanies your professional development at every step.