Collections Supervisor (Spanish-speaking)

Job Description

We are looking for a strong Collections Supervisor (Collections Team Lead) with Spanish language skills who can effectively lead a team of collection agents, monitor the quality of customer interactions, and ensure efficient recovery of overdue debts.

This role is ideal for someone who can successfully manage people, analyze performance metrics, and consistently deliver results.

🔥 Key Responsibilities

• Lead and manage a team of collection agents, ensuring discipline, motivation, and performance.
• Monitor call quality and compliance with Collections scripts and procedures.
• Track and improve KPIs, including recovery rate, contact rate, collection efficiency, and SLA compliance.
• Listen to calls, provide clear feedback, and coach team members to improve performance.
• Train and onboard new employees while supporting the development of existing staff.
• Allocate workload, shifts, and portfolio priorities across the team.
• Handle complex cases and escalations.
• Prepare analytical reports on team performance and results.

🧠 Requirements

• At least 1 year of experience in collections, debt recovery, credit sales, or a call center.
• Previous leadership experience as a Supervisor, Senior Agent, or Team Lead.
• Spanish proficiency at A2/B1 level or higher.
• Russian or Ucrainian  proficiency is required.
• Strong understanding of collections processes and KPI management.
• Excellent communication and leadership skills.
• Strong analytical mindset with proficiency in Excel and Google Sheets.
• Ability to work under pressure and maintain a results-driven approach.

⭐️ Nice to Have

• Experience in fintech, microfinance, banking, or debt collection.
• Coaching and training experience.
• Experience handling different stages of debt collection (early and late collections).
• Understanding of customer behavior and effective negotiation techniques with debtors.

💡 What We Offer

• Competitive salary with career growth opportunities up to Head of Collections.
• Opportunity to work on an international fintech project.
• Direct impact on team performance and business results.
• Real opportunities for professional and career growth in a leadership role.