B2B Collections Supervisor

Liberty Latin America Communications, Inc.

About The Position

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.

Requirements

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.
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.

Responsibilities

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.