Customer Retention, Collections Supervisor

Job not on LinkedIn

🔥 0 minutes ago

Apply Now

Find Similar Remote Jobs

Receive Emails For Remote Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Prime System Solutions

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2023

🤝 B2B

☁️ SaaS

🤖 Artificial Intelligence

B2B • SaaS • Artificial Intelligence

Prime System Solutions is a prominent IT service provider specializing in talent sourcing solutions, software development, and data analytics using Power BI. With over 15 years of experience in managing complex IT infrastructures, the company emphasizes customized solutions that enhance business capabilities and operational efficiency. By leveraging a global talent pool and advanced technology, Prime System Solutions is dedicated to driving innovation and helping clients achieve long-term success.

📋 Description

• Supervise team leads and representatives across Retention, Collections, and Escalations. Provide regular coaching, performance feedback, and development support. • Identify trends, roadblocks, and process gaps. Advocate for solutions that improve customer outcomes and internal efficiency. • Oversee the escalations queue, ensuring prompt, professional responses to high-priority issues. • Set the standard for empathetic, solution-driven customer service. Ensure teams fully resolve customer concerns. • Collaborate with Billing Operations, Legal, Product, and Customer Experience teams to align priorities and resolve complex issues. • Monitor key KPIs and QA scores. Use data to drive accountability and propose improvements. • Work with department leadership to shape long-term strategy for retention, collections, and escalation management.

🎯 Requirements

• Bachelor’s degree in Business, Communications, Hospitality, or related field—or equivalent professional experience • 5+ years in customer support, retention, or collections roles, with at least 2+ years of leadership experience. • Proven ability to coach and lead high-performing teams in fast-paced, dynamic environments. • Strong background in handling escalated or sensitive customer issues with discretion and empathy. • Experience collaborating with cross-functional teams to drive process or policy changes. • Proficient in CRM/ticketing systems (e.g., Salesforce, Zendesk) and phone systems (e.g., Dialpad). • Comfortable managing team performance metrics, QA frameworks, and reporting tools. • Understanding of KPIs and comfort with the data necessary to achieving them.

🏖️ Benefits

• 100% Remote Work: Enjoy the flexibility of working from anywhere! • Paid Leave: Take time off to recharge, starting upon regularization. • HMO Benefits: Comprehensive healthcare coverage as soon as you're regularized. • Government-Mandated Benefits: All statutory benefits such as SSS, PhilHealth, and Pag-IBIG are fully provided. • Fun & Collaborative Culture: Be part of a dynamic team that values creativity, innovation, and teamwork.