Supervisor at e& CX Solutions
Maadi, Cairo
Supervisor at e& CX Solutions
Maadi, Cairoposted 5 days ago12Applicants for1 open position
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Job Details
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Job Description
Key Responsibilities
- Supervise and lead the daily activities of the collections team assigned to DCAs.
- Monitor performance against KPIs, SLAs, and targets, ensuring adherence to policies and procedures.
- Provide coaching, guidance, and support to collection agents to enhance productivity and effectiveness.
- Review and analyze collection reports to identify trends, challenges, and improvement opportunities.
- Ensure compliance with legal and regulatory frameworks in all collection activities.
- Act as a liaison between the organization and DCAs to align on expectations and resolve escalations.
- Implement process improvements to maximize recovery rates while maintaining customer satisfaction.
- Prepare and present regular performance reports to management.
- Foster a positive and motivating work environment within the team.
Job Requirements
- Minimum 2 years of experience in collections; prior supervisory or team lead experience is an advantage.
- Strong knowledge of collection processes, best practices, and compliance requirements.
- Excellent leadership, communication, and interpersonal skills.
- Ability to analyze data, prepare reports, and recommend actionable strategies.
- Proficiency in MS Office and familiarity with collection systems.
- High level of integrity, problem-solving, and decision-making skills.