OTC Supervisor
CR - Alajuela, Coyol
hace 4 días

OTC Supervisor -

Handles 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 projects

    Responsibilities :

    50% - 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 goals

    20% - Meet 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 duties

    15% - Analyse, build, share data to coordinate actions and strategies

    10% - Provide Coaching, development and support to direct reports. Develop, coordinate and deliver key dashboards / standardized reporting via Power BI.

    5% - Perform administrative duties

    Education : Required


    Bachelor Degree in Accounting, Finance, or Business Administration.

    Experience : Required


    5 years' experience in Credit & Collections and or Dispute Management. Experience handling teams of 7 or plus people.

    Competences :

    Leadership - Monitor and enforce processing and resolving

    Analytical / Technical Expertise knows the business and provide insight and direction into complex areas through technical database / data management expertise, analytics, and visual depiction

    Results-Oriented - Delivers on commitments and demonstrates impactful results.

    Communication & Influencing - Clearly conveys complex information (both oral and written) and actively engages all stakeholders towards understanding of the issues, consensus, solution, and action.

    People Management - Provides coaching, training and mentorship to employees and ongoing basis.

    Teamwork - Promotes collaborative relationships across differing levels of management functions, divisions, and locations.

    Knowledge Requirement

    Technical knowledge

    MS Office, Power BI, Cloud Database, Workday

    Skill requirements

    Financial Control and Compliance

    Month end collections activities

    Strong negotiation skills, ability to recommend and negotiate payment arrangements

    Credit Card Transactions

    Operational Excellence

    Continuous Improvement


    Strong oral and written communication skills to share data and information to all levels of the business

    Established and maintained a positive relationship with customer accounts

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