Call Center Coordinator - Collections

Description

Job Summary: We are seeking a Call Center Coordinator to lead collection teams, ensure portfolio recovery, and supervise daily operations. Key Responsibilities: 1. Lead and supervise the daily operations of the Call Center and collection team. 2. Ensure achievement of established recovery targets. 3. Coach coordinators and collectors to optimize performance. We are a law firm specializing in Civil Law and Civil Procedure Law, focused on portfolio management and recovery, committed to operational excellence and continuous updating of our clients' information. We are currently seeking a Call Center Coordinator responsible for maintaining up-to-date procedural and documentary information on assigned platforms, ensuring proper portfolio management and timely support to the legal team. Main Responsibilities: * Lead and supervise the daily operations of the Call Center and collection team. * Ensure achievement of recovery targets set by financial institutions and the organization. * Monitor and analyze key performance indicators (KPIs), identifying improvement opportunities. * Organize and distribute team activities, ensuring appropriate workload allocation. * Provide mentoring, guidance, and coaching to coordinators and collectors. * Monitor individual and team performance. * Maintain communication with officials and representatives of financial institutions, reporting progress and results. * Coordinate with Administration and Human Resources on personnel-related matters, internal administrative management, and operational requirements. * Submit periodic reports on operational results and performance to Management. Requirements: * Technical diploma, graduate, or bachelor's degree in Business Administration, Industrial Engineering, or related fields. * Minimum 3 years of experience in coordination or supervisory roles, leading operations and/or collection teams in a Call Center environment. * Experience in collection and portfolio recovery operations. * Intermediate to advanced level proficiency in Excel. * Basic to intermediate level proficiency in Power BI. * Knowledge of performance metrics and results analysis. Valued Competencies: * Leadership and management capability. * Results orientation. * Analytical ability and decision-making skills. * Effective communication. * Teamwork. * Proactivity. * Responsibility and commitment. We Offer: * Work location: San Isidro – Lima, near Camino Real Business Center. * Employment modality: On-site. * Working hours: Monday to Friday, 8:30 a.m. to 5:15 p.m. * Compensation: Market-competitive, commensurate with experience. * Benefits: Full payroll registration, statutory benefits, food card, and birthday leave. Salary: S/.2,800.00 – S/.3,000.00 per month. Application Questions: * How many years of experience do you have leading collection teams in a Call Center? In which sectors? * Do you have proficiency in POWER BI? What is your skill level? * Do you have proficiency in Excel? What is your skill level? * What are your salary expectations? Work Location: On-site employment