Desk Collection Supervisor

Job Description

Job ID: MJ000126

About The Team

The Business Analysis & Operations team ensures Traveloka runs efficiently across all business functions. We streamline processes, analyze performance, and implement operational strategies that enable teams to work smarter and deliver exceptional experiences to our customers.

Job Summary

As an Analyst, Business Analysis & Operations within the Financing domain's Customer Collection department, you will play a key role in executing and optimizing business operations to boost efficiency and align cross-functional efforts. You will leverage the Business Analysis & Operations team's focus on process streamlining and performance analysis to support the team's mission of enabling smarter work and exceptional customer experiences.

Key Responsibilities

• Full Performance Accountability: Take full ownership of the team's monthly Key Performance Indicators (KPI), including Recovery Rate, Collection Efficiency, and minimizing flow rates into older buckets.
• Productivity & Time Management Monitoring:
• Perform real time monitoring of agent activities, including start of call times, talk time, and end of call times.
• Strictly manage schedule adherence, including break times and lunch hours, ensuring idle time is minimized to maintain peak operational volume.
• Bucket Management & Strategy:
• Oversee data allocation across various aging buckets and ensure collection strategies are executed consistently according to priority.
• Analyze bucket performance periodically to adjust daily tactical approaches and optimize recovery.
• Performance Review & Improvement:
• Conduct daily and weekly performance evaluations for individual agents.
• Provide proactive coaching, mentoring, or corrective actions for agents consistently falling below productivity or quality benchmarks.
• Quality & Compliance: Ensure all collection processes strictly adhere to company SOP and regulatory guidelines (OJK).
• Reporting: Prepare comprehensive reports comparing actual achievements against targets and identifying operational bottlenecks for the Collection Lead.
  
  

Qualifications & Requirements

• Education: Minimum Bachelor's Degree (S1) in any major.
• Experience: At least 2–3 years of experience as a Supervisor in Desk Collections (Fintech, Banking, or Multifinance industries preferred).
• Communication Excellence: Must possess superior verbal and written communication skills, with the ability to convey complex strategies clearly to the team and present performance data professionally to management.
• Proactive Initiative: A self starter who demonstrates strong initiative in identifying operational gaps and implementing solutions without constant supervision.
• Performance Driven: A proven track record of meeting or exceeding aggressive collection targets.
• Analytical Skills: Proficient in Microsoft Excel to analyze productivity metrics and collection data.
• Leadership: Strong leadership skills with the ability to enforce operational discipline while maintaining team morale and motivation.
• Regulatory Knowledge: Deep understanding of collection ethics, professional conduct, and data protection regulations