Support Consultant - Collections
Contract - 12 months
Hourly - $35-$40 per hour plus super
Hybrid - 3 days in the office 2 days at home (Initially fully office based)

Are you passionate about performance optimisation, customer experience, and data-driven operations? Join a high-impact, fast-paced credit risk team as a Support Consultant - Collections, where your skills in collections strategy, operational analysis, and stakeholder engagement will help drive real business outcomes.

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.