Collection Supervisor
ContactPoint 360
- Hanover / St. James / Trelawny
- Not disclosed
- Permanent full-time
- Updated 24/12/2024
- Luzan Buchanan
Join the #ChangeMakers movement at ContactPoint360, where your creativity and passion aren’t just welcomed—they’re essential.
Maple Leaf to Jamaica; Join Our Canadian-Inspired Team!
Why Join ContactPoint360?
At ContactPoint360, we think differently. We believe in putting employees at the heart of everything we do, creating a culture where innovation and empathy are not just buzzwords, but a way of life. Here, you won’t just be a coworker; you’ll be part of a team that redefines both employee and customer experiences. Our coworkers are essential partners in delivering exceptional work and are also friends who support and uplift each other.
We are one of the fastest-growing BPOs in the world, and our secret is simple: it’s our people. We invest in our people and develop them into future leaders. Did you know that 50% of ContactPoint360’s leaders were promoted from within? Our CEO’s journey, starting as a phone agent, reflects our commitment to genuine care for our people—it’s in our DNA.
Join the #ChangeMakers movement at ContactPoint360, where your creativity and passion aren’t just welcomed—they’re essential.
Our Purpose:
Is to create the best human experience, ensuring the highest client satisfaction, and transforming clients’ customers into loyal advocates for life.
Check out our Youtube video:
Team Supervision & Leadership:
Oversee daily collections activities, ensuring tasks are prioritized and completed efficiently.
Implement strategies to increase collections while maintaining high levels of customer satisfaction.
Set performance metrics, track progress, and provide regular reports to management.
Ensure compliance with company policies, legal regulations, and industry standards.
Process Improvement & Strategy Development:
Develop and implement collection strategies and best practices to optimize performance.
Analyse trends in collections data and identify opportunities for process improvements.
Collaborate with other departments (e.g., Customer Service, Finance) to address issues and improve the collections process.
Evaluate and recommend technology tools or software to streamline collections activities.
General Responsibilities:
Develop strategies to achieve operational objectives
• Provide training and coaching to team members.
• Clearly communicate instructions to team members.
• Listen to feedback from team members.
• Monitor the development of your team on a regular basis (weekly, monthly, etc.).
• Manage the daily flow of operations.
• Create reports to inform the company about the team's progress.
• Distribute the reports to the right people.
• Periodically monitor calls from advisers in charge.
• Respond promptly to all supervisor calls.
• Comply with all the objectives and goals of the team / personnel in charge of the assigned campaign.
• Respond promptly to all escalations made by the contractual client or the final client via telephone, email, text messages or chat.
• Deliver any other request requested by your direct boss when required
Qualifications/ Experience.
- High School Diploma or equivalent
• Minimum of 2 years of experience in Collections campaign as a supervisor
• Proficiency with technology, especially computers, software applications, and phone systems.
• Exceptional verbal and written communication skills.
• Strong understanding of company products, policies, and services.
• Ability to coach, train, and motivate employees and evaluate their performance.
• Excellent problem solving, leadership, and customer service skills.
• Analytical, efficient, and thorough.
• Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.
We value our employees by providing:
- Competitive salaries
- Employee Recognition program
- Paid training
- Career advancement opportunities
- Health Insurance
- Employee referral program
- Lunch Subsidy
All applicants should be 18 years or older and must have a valid Government-issued photo ID, TRN & NIS. Successful candidates must be able to furnish a police record and pass an employment background check.
ContactPoint 360
- 13 Crane Boulevard, Beauty Queen Complex,Fairview Drive, Montego Bay, Jamaica, W.I
