Customer Service Specialist providing debt negotiation for telecom products and services. Offering solutions via active/receptive voice support in São Caetano do Sul, Brazil.
About the role
- Senior Analyst of Physical Operations at YDUQS coordinating collection operations and managing performance indicators. Engaging with third-party partners and visiting physical offices for operational quality.
Responsibilities
- Management of Physical Collections Operations (In-house Offices): Coordinate the execution of outsourced collections operations, ensuring alignment of strategies across different offices and business units. Monitor team performance, productivity and conversion metrics. Support collections service providers, promoting synergy and complementarity in actions taken;
- Management of Third-Party Offices: Monitor performance and quality of partner offices, ensuring goal attainment, adoption of best and most advanced credit recovery practices, and maintenance of service standards. Review comparative reports and productivity analyses and propose strategic adjustments to maximize results;
- Site Visits and Operational Quality: Conduct regular visits to physical collections offices, evaluating processes, capacity, strategies used, and identifying improvement opportunities. Ensure standardization of routines and dissemination of the company’s strategic guidelines;
- Maintenance of Agreement Buffer: Monitor the volume, management rules and maintenance of the agreement buffer originating from physical channels, ensuring stability in collections and mitigating risks of performance drops. Propose corrective operational actions and rebalancing strategies whenever significant performance variations are identified. Support target planning and calibration of incentive and performance initiatives.
Requirements
- Bachelor’s degree in Project Management, Business Administration, Business Engineering, Strategic Management, Law, or related fields;
- Proven experience in outsourced collections operations and managing the performance of physical channels;
- Knowledge of operational KPIs, performance analysis and basic financial controls;
- Strong relationship management skills, interpersonal communication, good business acumen and ability to correlate cause and effect;
- Willingness to travel and conduct periodic visits to collections units and offices;
- Experience managing third-party collectors for portfolios with both short- and long-term delinquency.
Benefits
- Tuition scholarships of up to 100% for employees, legal dependents and extended family members (father, mother and siblings). Up to three concurrent scholarships allowed;
- Health insurance with full subsidy for the employee and partial coverage for their family; employee responsible for copayments;
- Optional dental insurance to support oral health;
- Meal allowance or food voucher with the option to choose according to your needs;
- Wellhub or Totalpass for flexible gym options;
- Wellz — a platform focused on employees’ mental and emotional health offering various types of support, including access to online individual therapy;
- Well-being and benefits club with a dedicated program and exclusive perks;
- Flexible dress code to promote our diversity;
- Life insurance;
- Partnership with SESC;
- Corporate University on our exclusive portal, Educare;
- Growth opportunities — currently over 60% of positions are filled through internal selection processes.
Job title
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