B2B Collections Supervisor

Liberty Latin America View all jobs

Puerto Rico
Permanent
Full-time

3 days ago

Job Description:What's the role?As a B2B Collections Supervisor is responsible for overseeing and managing the collections process for business clients, with a strong focus on reducing account aging and supporting sales and retention initiatives. This role requires proven leadership, strong communication skills, and analytical capabilities to ensure efficient recovery of outstanding balances while maintaining positive customer relationships. The Supervisor will implement strategies to improve cash flow, reduce delinquency, and collaborate closely with internal departments.How can you add value?

Supervise and support the B2B collections team, ensuring individual and team collection targets are consistently met.
Coach and manage representatives across multiple account segments and aging categories, providing day-to-day guidance and support.
Monitor team performance metrics, provide ongoing coaching, and identify training needs to enhance skills and productivity.
Lead the execution of customer retention strategies, ensuring representatives appropriately refer save offers, educate customers, and help prevent churn.
Maintain strong professional relationships with business clients, addressing concerns proactively and ensuring clear, effective communication.
Develop, implement, and continuously improve policies and procedures to optimize the collections process.
Analyze outstanding accounts and aging reports to identify trends, risks, and opportunities for improvement.
Monitor and report monthly reductions in delinquent aging in alignment with defined collection paths and business objectives.
Partner with internal departments such as Sales, Finance, and Legal to resolve billing disputes, escalations, and complex account issues.
Prepare and present detailed collections performance reports, insights, and recommendations to senior management.
Ensure compliance with applicable regulations, internal policies, and collections best practices.
Demonstrates and ensures compliance with the Customer First Philosophy, all Liberty Latin America’s policies and procedures including the Code of Conduct and Liberty safety standards and procedures.
Other functions may be assigned.

Supervisory responsibilitiesDirectly supervises a group of employees in Business Collection Department. Carry out supervisory responsibilities in accordance with Liberty policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and advising work; appraising performance; exciting and disciplining employees; addressing complaints and resolving problems.What do you need?Education and/or experience:Bachelor's degree in administration, Management, Marketing, Telecommunication, or related field.3-6 years of experience in the Call Center environment.Experience in handling business accounts.Other Qualifications:

Outstanding Interpersonal Skills.
Fully Bilingual.
Computer literacy, knowledge in Microsoft Office (Excel, Outlook).
Customer Focus and service oriented.
Ability to empower employees.
Knowledge of Telecommunications, especially on cable, telephone, and Internet.

Liberty Puerto Rico provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, citizenship, age, marital status, social status, sexual orientation, gender identity, protected veteran, military service obligation, disability status, genetic information, political affiliation, and being or being perceived as a victim of domestic violence, sexual assault, or stalking. In addition to federal law requirements, Liberty aligns with applicable local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.Assessment, background check and drug test will be required to be a successful candidate.If you believe you have been discriminated against you may notify the Equal Employment Opportunity Commission, the Federal Communications Commission, or other appropriate agency.

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