Front Line Manager - Customer Care - Collections
Responsibilities
•Lead a team of agents in delivering consistent and effective collections support across customer care operations.
•Monitor daily performance, ensure timely resolution of customer queries, and drive adherence to collections protocols.
•Support customer experience goals by identifying service gaps and implementing process improvements.
•Collaborate with internal teams and clients to align operational activities with business and compliance requirements.
•Conduct regular team huddles, coaching sessions, and performance reviews to build engagement and drive results.
•Coordinate with training and quality teams to ensure agents are equipped with the necessary skills and product knowledge.
•Track service metrics and KPIs, identify performance trends, and support corrective actions.
Qualifications
Bachelors in Business Administration, Communication, Hospitality Management, Information Technology, or Marketing.
Certifications
Certified Treasury Professional (CTP) - Instituto Nacional de Aprendizaje
Required Skills
Business Process Management (BPM), Customer Care, Customer Experience (CX), Data Analytics, Data Literacy, Data Visualization
Language
English - Proficient (C2)
Job Details
•Job Type: Fixed Term
•Job End Date: 2027-12-31
•Master Skill List: Customer Care - Collections
•Remote Type: Office
•Work Shift: Day Job (China)
•Location: SW Park, Dalian
