What you will do:

• Team management: Supervise, train and debt collection agents to achieve set targets. 
• Oversee adherence to call scripts, SMS structures, and communication standards 
• Handle complex or escalated customer cases 
• Track and report on collection performance (daily, weekly, monthly) 
• Monitor calls and interactions for quality, tone, and professionalism. 
• Recommend process improvements to increase recovery efficiency. 

What you will need:

• 3–5 years’ experience in debt collection, with at least 1–2 years in a supervisory/lead role. 
• Strong leadership, coaching, and people management skills. 
• Excellent negotiation and conflict resolution abilities. 
• Data-driven mindset with strong reporting and analytical skills. 
• Knowledge of regulatory requirements in debt collection. 
• Proficiency in MS Office and familiarity with CRM/collection software.