OTC Supervisor
Smith & Nephew
Alajuela, Coyol, CR
hace 3 días

OTC SupervisorHandles the activities of the staff while concurrently overseeing activities related to collections and customer service.

  • Collection Supervisors handle daily phone calls pertaining to delinquent accounts, escalations and work with customers who are holding past-due accounts while maintaining a positive relationship with them;
  • and assuming additional billing duties as dictated in order to meet the manager's goals.Supervise a staff of collectors who perform similar duties to meet collection objectives.

    Mentor and develop staff to increase monthly collection results. Responsible for collecting on receivables.The role will require coordinating weekly and or monthly meetings with the collections team, other departments as required.

    Manage and customize on line collection system (Get Paid), which provided documenting, scheduling, tracking and trends of daily activities.

    Support representatives in problem solving and addressed escalated internal and external customer's issues in a timely manner.

    Drives continuous improvement of daily operations and manage change effectively. Create, propose or participate on the elaboration of KPI's and Dashboards to key business stakeholders or for the unit itself.

    The role requires creating, updating policies and SOP. Maintain excellent service levels. The role also requires of a strong analytical person, deadline driven, detail oriented, self-motivated, and able to multitask and complete multiple deliverables.

    Supports manager on any assigned duties related to the field and company projectsRESPONSIBILITIES : Manage the team to focus on strategic resolution, taking into consideration disputes values or count where the highest value resides.

    Meeting with collectors, customers and sales as needed, in order to achieve company goalsMeet with direct reports and other leaders to understand workloads, achievements and opportunities, assist and overcome obstacles.

    This is as a complement of the follow up dutiesAnalyse, build, share data to coordinate actions and strategiesProvide Coaching, development and support to direct reports.

    Develop, coordinate and deliver key dashboards / standardized reporting via Power BI. Perform administrative duties

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