Collections Call Center Supervisor

RESPONSIBILITIES

TEAM SUPERVISION & LEADERSHIP

Lead, mentor, and coach the team.

Organize and delegate responsibilities among collection assistants to ensure efficient workload distribution and accountability.

Conduct regular performance reviews, 1 : 1 meetings, and training sessions to drive development and motivation.

Ensure that team members follow instructions and comply with company policies and procedures.

Promote a high-performance culture with accountability, inclusion, and collaboration.

COLLECTIONS MANAGEMENT

Manage the full collections portfolio for all credit customers.

Oversee daily collection efforts, including follow-ups on past-due freight invoices, demurrage / detention charges, and / or all open invoices.

Ensure the team schedules and sends account statements on a weekly basis, utilizing available technology and tracking tools.

Proactively identify and mitigate collection risks, initiating escalation processes with Commercial and Management teams when preventive or corrective action is needed.

Monitor and analyze customer behavior and payment performance, sharing findings and action plans with management and leadership teams.

CUSTOMER & KEY STAKEHOLDERS RELATIONSHIP

Serve as the escalation point for complex or sensitive customer collection issues.

Act as a communication channel between customers and internal departments to resolve invoice discrepancies or payment concerns.

Provide customers with personalized service focused on resolving collection-related issues, ensuring communication is clear and professional through approved company channels.

Build and maintain cooperative relationships, externally with Customers and internally with key stakeholders, including Sales, Customer Service, and Trade.

REPORTING CONTROLS & PROCESS ANALYTICS

Monitor and report on KPIs by preparing and presenting monthly performance reports for management with insights on trends, risks, and solution strategies.

Ensure consistent application of Credit and Collections policies.

Identify gaps and propose enhancements to existing workflows, leveraging technology where possible.

Analyze data from team activities and customer portfolios to identify areas of opportunity and propose improvements.

Partner with the Credit Risk team to evaluate customer exposure and ensure process documentation is up to date and audit-ready.

EDUCATION & EXPERIENCE

~ Bachelor’s degree in Finance, Business Administration, International Trade, Logistics, or a related field.

~ Postgraduate diploma or certification in Credit Management, Financial Operations, or Supply Chain is a plus.

~4–6 years of progressive experience in Accounts Receivable positions, preferably in the logistics, shipping, or freight forwarding industry.

~ At least 2 years of proven experience in a supervisory or team leadership role, managing collection activities and driving results through a team.

~ Fluency in English is required (written and spoken). C1

~ Experience working with B2B customers in complex account structures, particularly large cargo volume or global clients.

~ Strong background in managing freight-related receivables, including demurrage, detention, accessorial charges, and container deposit recovery.

~ Familiarity with international trade terms (Incoterms), ocean freight documentation, and port / terminal billing practices.