Collection Supervisor

About the role

We are looking for an experienced and result oriented Collection Supervisor to lead and manage a team of collection agents for a collection vendor company.

Key responsibilities

• Lead, supervise, and monitor the daily performance of the collection team.
• Monitor individual and team collection targets.
• Monitor key performance indicators (KPIs), including collection achievement, productivity, contact rate, and quality.
• Conduct regular coaching, briefing, and performance evaluations for collection agents.
• Analyze team performance and identify areas for improvement.
• Take corrective actions and develop improvement plans for underperforming team members.
• Ensure all collection activities are conducted in accordance with company policies, applicable regulations, and ethical collection standards.
• Monitor attendance, discipline, and productivity of team members.
• Prepare and submit daily/weekly/monthly performance reports to management.
• Coordinate with other departments to resolve operational issues and improve collection performance.

About you

• Minimum 2–3 years of experience in collection, preferably in a fintech, financial services, debt collection, or related industry.
• Minimum 1 year of experience in a supervisory/team leader role managing collection agents.
• Strong understanding of collection processes and performance management.
• Strong leadership, communication, coaching, and problem-solving skills.
• Able to analyze performance data and translate it into actionable improvement plans.
• Target-oriented, disciplined, and able to work under pressure.
• Good knowledge of ethical and compliant collection practices.
• Proficient in Microsoft Excel/Google Sheets and familiar with performance reporting.
• AFPI certification or equivalent certification is a plus.