Account Recovery Supervisor (Italian C1) at Concentrix

Job description

Job Title: Account Recovery Supervisor (Italian C1) Job Description Experience the power of a game-changing career Are you looking for what’s next? We’re a global technology and services leader that powers the brands of the future. We help well-known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries. And we’re proud to be recognized with awards such as "World's Best Workplaces," “Best Companies for Career Growth,” and “Best Company Culture,” year after year. Drive Performance. Lead Transformation. Deliver Excellence. Are you an experienced collections professional with a passion for operational excellence, stakeholder management, and team leadership? We are seeking a highly motivated Account Recovery Supervisor (Italian C1) to play a critical role in driving the success of our collections team. This position offers the opportunity to lead strategic initiatives, manage outsourced collection activities, develop high-performing teams, and shape the future of collections operations through continuous improvement and digital transformation. If you thrive in a fast-paced environment, enjoy solving complex challenges, and have a proven track record in collections leadership, we would like to hear from you. Your Mission As Collections Supervisor, you will ensure the highest quality standards across outsourced collection activities while acting as a trusted expert for operational processes, performance management, and stakeholder collaboration. You will be responsible for optimizing collection strategies, enhancing operational efficiency, supporting business transformation initiatives, and leading a team focused on delivering outstanding results. Key Responsibilities Outsourcing Governance & Quality Management Serve as the primary subject matter expert for outsourced telephone collection activities. Monitor and continuously improve service provider performance and process quality. Develop, maintain, and enhance operational process documentation and collection guidelines. Design, implement, and manage quality scorecards and performance evaluation frameworks. Initiate and oversee corrective actions and continuous improvement measures. Conduct process reviews and lead operational governance meetings with external partners. Collections Operations & Expert Case Management Manage complex collection cases, escalations, complaints, and clarification requests. Provide expert guidance on challenging operational situations and customer cases. Ensure compliance with internal standards, regulatory requirements, and best practices. Support operational activities and contribute to maintaining service excellence across the collection's lifecycle. Training, Coaching & Capability Building Deliver onboarding programs and process training for employees and business partners. Act as a coach and advisor for managers, coordinators, and operational teams. Foster knowledge sharing and support the development of subject matter expertise. Drive capability-building initiatives that improve effectiveness and operational consistency. Strategic Performance & Market Development Support the development and execution of market and collections strategies. Identify risks, opportunities, and performance improvement areas through data-driven analysis. Create, analyze, and further develop business cases to support strategic decision-making. Monitor key performance indicators and translate insights into actionable initiatives. Contribute to sustainable performance improvement across markets and operational units. Stakeholder Management Act as a key liaison between the team and local market organizations. Coordinate stakeholder alignment, business priorities, and performance expectations. Build strong partnerships across operational teams, management, and external providers. Ensure transparent communication and effective collaboration at all organizational levels. Team Leadership & People Development