Collector Productivity & Work Queue Optimization

Metro Business Services • 18 collectors across 3 teams • Target: $51K/FTE-day median

Updated 15 min ago
$ Collected/FTE-Day
$44.2K
+8.2% vs LM
Queue Depth 60+ Days
1,847
+12% WoW
SLA Adherence Tier 1
82.4%
-6.1% vs target
Touch-to-Cash Rate
38.7%
+3.2%
Cost-to-Collect
$2.38
per $100 • vs $2.80 industry
Escalation Cycle Time
4.2 hrs
-1.3 hrs
Team Productivity Trend — 90 Days
Dollar-weighted collector productivity with median baseline and target threshold
Work Queue Depth by Collector & Aging
Account count by aging tier • darker = higher volume
0-30
31-60
61-90
90+
J. Martinez
42
58
81
124
S. Chen
38
44
67
89
A. Patel
51
62
94
138
R. Johnson
35
41
59
78
T. Williams
47
69
112
147
K. Davis
29
36
54
71
SLA Adherence by Team — 12 Weeks
Tier 1 account touch adherence • Target 95%
Collector Scorecard — Individual Performance
Collector Team $/FTE-Day Accounts Worked Collection Rate Touch-to-Cash SLA % Gap vs Median Status
J. Martinez Team A $58,400 305 43.2% 41.8% 94.1% +$14.2K Top Performer
S. Chen Team B $52,100 238 39.7% 40.2% 91.3% +$7.9K Above Target
A. Patel Team A $49,800 345 37.4% 38.9% 88.6% +$5.6K On Track
R. Johnson Team B $47,300 213 41.1% 39.4% 92.8% +$3.1K On Track
K. Davis Team A $44,200 190 38.6% 37.2% 89.4% ±$0 Median
T. Williams Team C $41,600 375 34.8% 35.1% 81.2% -$2.6K Coaching Queue
M. Rodriguez Team C $38,900 267 32.4% 33.8% 78.9% -$5.3K Coaching Queue
L. Thompson Team C $34,200 298 29.1% 31.6% 74.3% -$10.0K Intervention
Underperformer Gap Analysis
Productivity delta vs. team median ($44.2K/day)
Touch-to-Cash by Channel
Conversion rate by outreach method • Last 30 days
Cost-to-Collect Trend
Per $100 recovered • 12 weeks
Promise-to-Pay Setup Rate
Per outreach hour • By team
Forecast Contribution Accuracy
Top 6 collectors • Week 6
J. Martinez 97.2%
S. Chen 94.8%
R. Johnson 93.1%
A. Patel 89.4%
K. Davis 86.7%
T. Williams 76.3%
AI Queue Rebalance Recommendations
Dollar-weighted capacity optimization • Projected +$127K weekly impact
Reassign 82 Tier 1 accounts from T. Williams → J. Martinez
Expected recovery uplift: $47K • Reduces Williams queue depth 22%
Route 90+ day accounts from A. Patel → S. Chen
Chen's touch-to-cash on aged AR: 42% vs. Patel 31% • Est. +$38K
Assign Team C new accounts to R. Johnson until ramp complete
Preserve SLA adherence • Team C median +9% in 4 weeks with temp reallocation
Schedule call-shadowing for L. Thompson with Martinez & Chen
Gap analysis shows script adherence & objection handling deficits • 2-week coaching sprint
Weekly Activity Summary
Last 7 days • All collectors
Outbound Calls 2,847
Email Touches 1,924
Portal Messages 1,136
Promise-to-Pay Setup 487
Total Cash Applied $3.82M
CRM activity sync: 2024-01-15 14:47 EST • Cash application updated: 2024-01-15 14:52 EST
Metro Business Services AR Operations • v2.4.1