BPO Supervisor - Cobranza Telefónica

BPO Supervisor Cobranza Telefónica

About the company

DiDi is the largest mobility technology platform in the world. With more than 10 years in the market, we are the leading company in application-based services for smart transportation, food delivery and payments. We aim to make life better and easier for people every day.

We are a global, open, inclusive and diverse community with more than 12,000 employees worldwide. From day one you will find a rich collaborative global culture where your responsibilities will have a direct impact on the company’s strategy and growth.

About the team/role In DiDi Fintech, our mission is to empower financial inclusion for more people and communities around the world. We are making digital financial services more accessible and offering better ways for users to earn, grow and spend their money. Join us as we help our users build the technology that enables better finances.

Join DiDi, Call Center of Collections, as we look for talent to join our team in the role of BPO Collection Supervisor.

In this role, you'll be...

• Supervise the execution and adherence to all guidelines related to recovery goals and all factors involving operational efficiency of dialing such as effective contacts, RPC, PTP Ratio, agent productivity, turnover.
• Strictly monitor Quality and Regulatory controls, with domain knowledge related to end-to-end Quality processes.
• Implement and ensure internal control policies and procedures for collections for the BPOs.
• Prepare reports, perform analysis and continuous tracking of performance results to identify improvement opportunities.
• Analyze, review and ensure compliance with headcount indicators including attendance, punctuality, work hours compliance within each BPO.
• Collaborate with internal areas such as Quality, Business Intelligence, Training, Information Security, etc.
• Maintain direct supervision over the BPOs through close communication, always seeking to improve and maximize recovery of cash loan and credit card portfolios for DiDi.
• Required soft skills: teamwork, proper escalation, constant effective communication with BPO and internal teams, objective evaluation of the team.
• Maintain strict control of deliverables with adherence to procedures, standards and quality.
• Deliver accurate reports to your supervisor, with the progress of all activities and work plans.

We're eager to be in touch because you have...

• University studies: degree in Administration, Accounting, Finance.
• 2 years of experience supervising BPOs.
• Expertise in analysis of reports and dashboards at all stages of delinquency.
• Knowledge of collection processes in legal terms for contract understanding (terms, controls, requirements).
• Strong knowledge of Collections KPIs, strategies, negotiation and portfolio segmentation.
• Development of reports at the management level for results delivery and forecasting.
• Leadership skills enabling supervision of Teams Leaders, adherence and knowledge of KPIs for the position (managing 3 or more Team Leaders).
• Experience in communication and interaction with BPO leaders.
• Soft skills such as emotional intelligence, teamwork, problem solving, leadership, critical thinking, resilience.
• Experience managing relationships with BPOs or external providers.
• Advanced/conversational English.
• This position is 100% on-site with availability to travel to different BPOs.

You'll love working at DiDi because...

• We create user value and strive to always create valuable experiences for our users, focusing on safe, pleasant and efficient innovations.
• We are data-driven and make informed decisions by analyzing valuable metrics to navigate the business strategically.
• We foster win-win collaboration; success is a team sport with candor and excellence in execution.
• We believe in integrity and doing the right thing, speaking honestly and listening to each other.
• We are committed to growth, learning from mistakes and helping each other improve.
• We value diversity and inclusion, respecting everyone and providing equal opportunities.
• We are committed to building inclusive and diverse teams and a workplace free from discrimination and harassment.
• Employment and advancement decisions are based on the needs of the position and candidate qualifications, without discrimination.
• We promote equal opportunities for all candidates and employees as an Equal Opportunity Employer.