Rinaldo Miles

Proactive and results-driven Call Centre Supervisor and Team Manager with over 6 years of leadership and people-management experience within collections and BPO environments. Experienced in leading high-performing teams, managing operational performance, monitoring KPIs, coaching employees, identifying performance gaps and implementing corrective actions to achieve business objectives. Strong background in debt collections, team operations, performance management, quality assurance, compliance, reporting, workforce planning and escalation management.

Dependable, dynamic, flexible and highly organised, with a strong focus on achieving operational targets and continuous improvement.

Supervisor – Call Centre Collections (Comcast US Campaigns) - iCONTACT BPO

(2026-01)

Overseeing 5 portfolios and managing 16 collection agents in a high-volume call centre environment.

• Lead, coach and motivate agents to achieve daily, weekly and monthly recovery targets.
• Monitor real-time floor performance, productivity, quality and operational objectives.
• Conduct one-on-one sessions, performance reviews and targeted upskilling.
• Track and analyse KPIs including FCR, RPC-to-PTP conversion, AHT, promise-to-pay rates and recovery volumes.
• Compile and analyse daily, weekly and monthly KPI reports for senior management.
• Ensure adherence to collections requirements, internal policies and data-privacy standards.
• Handle complex and escalated customer queries and complaints.
• Collaborate with QA to identify trends, address gaps and implement process improvements.
• Implement corrective action plans and monitor their effectiveness.

Team Manager – Debt Collection - CREDIT SOLUTIONS SERVICES

(2017-08 - 2025-11)

Managed debt-collection operations and supervised teams, with responsibility for performance, development and achievement of business targets.

• Managed teams of up to 20 collection agents and 1 administrator across multiple portfolios.
• Monitored performance trends and developed strategies to improve productivity and financial results.
• Identified gaps between set and achieved targets and implemented practical solutions.
• Conducted appraisals, performance reviews and coaching sessions.
• Identified training and development needs and supported employee growth.
• Compiled, analysed and presented quality and KPI performance reports.
• Worked with QA to identify trends, opportunities and corrective actions.
• Supported consultants with escalated calls and complex customer queries.
• Liaised with other departments to resolve operational challenges.
• Processed account closures and vetted/submitted new claim applications.
• Planned, organised and led daily team operations while maintaining compliance and service standards.

Diploma - Professional Communication and Office Management - UNIVERSITY OF CAPE TOWN (2020 - 2021)

Senior Certificate - KLIPTOWN SENIOR SECONDARY SCHOOL (2000)