{"id":1749775,"url":"https://alion.io/job/redial-bpo-collections-operations-supervisor","title":"Collections Operations Supervisor","company":{"id":695622,"name":"Redial BPO","domain":"redialbpo.com","url":"https://alion.io/company/redialbpo","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Breezy","truth_index":null},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Zaragoza, Spain"],"countries":["ES"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false}],"status":"live","first_seen_at":"2026-10-02T22:44:50Z","employer_posted_date":"2026-10-02","last_verified_at":"2026-10-21T15:08:09Z","board_verified":true,"closed_at":null,"days_open":18,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":18},"description":"Collections Operations Supervisor - Call Center\nCampaign: Collections\nLocation: On-site.\nAddress: Av. Gral. Ignacio Zaragoza 1298, Nueva, 21100 Mexicali, B.C.\nRole Overview\nOur Bank Services division is seeking an experienced and results-driven Collections Supervisor to lead a team of collection professionals while ensuring operational excellence, compliance, and outstanding customer interactions. The ideal candidate is a strong leader with a proven track record in collections, performance management, coaching, dialer management, and driving results in a fast-paced environment.\nAs a Collections Supervisor, you will be responsible for overseeing daily operations, developing team performance, managing dialer strategies, achieving collection targets, and fostering a culture of accountability and continuous improvement.\nKey Responsibilities\nMonitor and manage key collection metrics, productivity, and quality standards.\nConduct regular coaching sessions, performance reviews, and development planning.\nSupport escalated customer situations and provide effective resolution strategies.\nAnalyze collection performance trends and implement action plans to improve results.\nCollaborate with leadership to drive operational improvements and achieve business objectives.\nManage and optimize dialer campaigns to maximize right-party contacts, promise-to-pay rates, and overall collection performance.\nMonitor dialer performance, agent utilization, and campaign effectiveness to ensure operational efficiency.\nAnalyze dialer reports and collection data to identify opportunities for increased recoveries and improved productivity.\nPartner with Workforce Management and Operations teams to adjust dialing strategies and campaign settings based on business needs.\nTroubleshoot dialer-related issues and coordinate with internal support teams to ensure minimal operational disruption.\nEnsure all dialing activities comply with regulatory requirements, client expectations, and company policies.\nQualifications\nRequired\nMinimum of 2 years of collections experience in banking, financial services, or BPO environments.\nAt least 1 year of supervisory, team lead, or people management experience.\nStrong coaching, leadership, and employee development skills.\nExperience managing KPIs and performance metrics.\nHands-on experience managing predictive, progressive, or preview dialer campaigns.\nStrong understanding of dialer performance metrics, call routing, list management, and campaign optimization.\nExcellent verbal and written communication skills.\nStrong analytical and problem-solving abilities.\nIntermediate to advanced Microsoft Office skills, particularly Excel.\nPreferred\nExperience in banking collections or financial services.\nExperience with dialer platforms such as Genesys, Five9, Noble, LiveVox, Aspect, or similar systems.\nFamiliarity with compliance and regulatory requirements related to collections.\nWhat We Offer\nGrowth: A great work environment that fosters professional development.\nWellness: On-site clinic access.\nSecurity: Law benefits from day one (IMSS, Infonavit, Fonacot, Caja de Ahorro).\nAll qualified applicants will be evaluated based on their experience, skills, and competencies relevant to the role. We do not discriminate on the basis of race, gender, age, disability, religion, sexual orientation, or any characteristic protected by applicable law.\n REDIAL BPO will never request any type of payment during the recruitment process, including applications, interviews, or job placement. 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