support consultant - collections.

About the Role

Reporting to the Complex Customer Support Manager, you will act as the key point of contact for offshore teams managing voice and digital collections across consumer, business, and recoveries portfolios. You'll ensure all KPIs and SLAs are met or exceeded, and lead operational analysis to improve debtor performance, reduce complaints, and enhance the customer experience.

This role demands sharp analytical skills, a customer-first mindset, and a knack for turning complex data into clear, actionable insights. You’ll help build robust reporting frameworks, forecast capacity needs, and drive continuous improvement initiatives that reduce costs and elevate performance.

Key Responsibilities

• Monitor and optimize BPO performance across multiple portfolios

• Manage and resolve complex customer inquiries and process escalations

• Act as the first point of contact for operational issues impacting offshore teams

• Design and maintain dashboards to track KPIs, agent productivity, and trends

• Identify root causes of underperformance and implement corrective actions

• Support regulatory, audit, and compliance functions

• Present insights and narratives to stakeholders that drive strategic decisions

• Collaborate across Workforce Planning, Finance, and BI teams to model future capacity

• Contribute to cross-functional change initiatives and support ongoing projects

What You’ll Bring

• 3+ years’ experience in high-volume collections management (Telco, Banking, or Utilities)

• 3+ years’ experience supporting offshore BPO operations

• Strong data analysis, reporting, and visualization skills

• Advanced communication and stakeholder engagement capabilities

• Proven track record of driving continuous improvement and business efficiency

• Ability to manage multiple priorities in a fast-paced, evolving environment

• Familiarity with hardship management and regulatory frameworks (preferred)

Apply Now if this role is something you might be interested in!

At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.