Collections Floor Supervisor

Overview: - Kueski aims to improve financial lives in Mexico through its BNPL and credit card services. - Recognized as a leading BNPL platform and one of Mexico's most ethical companies. - Focuses on innovation, collaboration, and a strong, diverse, and inclusive company culture. Key Responsibilities: - Monitor and support team performance, including handling incidents and maintaining customer satisfaction. - Manage cobranza processes, generate performance reports, and update bitacora. - Communicate product or strategy updates, participate in continuous improvement calls, and review QA areas. - Work closely with the QA team for process improvement. - Handle rosters, prime reports, and manage incapacities and absences. - Lead 1:1 meetings with team members and contribute to personal and professional development plans. Requirements/Skills/Qualifications: - Experience in telephone cobranza and management of cobranza processes. - Knowledge of mora early, late, and extrajudicial strategies, with 1-3 years of experience in similar roles. - Proficiency in contact center platforms and advanced call management tools. - Excel Intermediate skills. - Experience with MAC/Windows operating systems. - Availability for rotating shifts, including weekends and holidays. - Leadership experience and passion for motivating and developing team members. - Familiarity with call center procedures and metrics analysis. - High tolerance for frustration. Compensation & Benefits: - Competitive salary. - Comprehensive health insurance, including coverage for major medical expenses. - Programs for mental and emotional health. - Flexible work arrangements. - Commitment to diversity, equity, and inclusion. - Support for candidates requesting process adjustments during application.