Call Center Collections Supervisor

3 days ago

Tampa, Florida, United States MCI Careers Full time
Job Title: Call Center Collections Supervisor

At MCI Careers, we're seeking a highly motivated and experienced Collections Supervisor to join our team. As a Collections Supervisor, you will be responsible for leading a team of collections agents, monitoring performance metrics, and implementing strategies to maximize debt recovery while maintaining compliance with regulatory standards.

Key Responsibilities:
  • Provide leadership, direction, and support to a team of collections agents, fostering a positive and high-performing work environment.
  • Conduct regular team meetings, one-on-one coaching sessions, and performance evaluations to monitor progress and provide feedback.
  • Set clear performance expectations, goals, and targets for collections agents, and monitor performance against key metrics, including collection rates, call quality, and productivity.
  • Identify performance gaps and develop action plans to address areas for improvement, providing training, support, and resources as needed.
  • Manage the daily workflow of the collections team, including call distribution, queue management, and scheduling, to ensure efficient operations and optimal resource utilization.
  • Monitor call volumes, handle time, and adherence to schedule adherence targets, taking proactive measures to address deviations and maintain service levels.
  • Conduct regular quality assurance reviews of collections calls and interactions to ensure compliance with company policies, regulatory requirements, and industry best practices.
  • Provide feedback, coaching, and training to collections agents on compliance standards, call handling techniques, and negotiation strategies.
  • Ensure that collections agents deliver exceptional customer service, handling inquiries, disputes, and complaints in a professional, empathetic, and respectful manner.
  • Empower collections agents to address customer concerns, resolve disputes, and negotiate payment arrangements to achieve mutually beneficial outcomes.
  • Generate and analyze reports on collections performance, call metrics, and key performance indicators (KPIs), identifying trends, insights, and opportunities for improvement.
  • Collaborate with management to develop strategies, initiatives, and action plans based on data-driven insights to optimize collections effectiveness and drive continuous improvement.
  • Facilitate training sessions, workshops, and skill-building exercises to enhance the capabilities, knowledge, and skills of collections agents.
  • Keep abreast of industry trends, best practices, and regulatory changes in debt collection and share relevant information with the team.
Requirements:
  • Associate degree, certification, or equivalent combination of training and experience.
  • Proven experience in debt collection, customer service, or call center operations role, with a minimum of 2-3 years in a supervisory or leadership role.
  • Strong leadership, coaching, and mentoring skills, with the ability to motivate and inspire teams to achieve their full potential.
  • Excellent communication and interpersonal skills, with the ability to effectively communicate with diverse teams, stakeholders, and customers.
  • Sound knowledge of debt collection laws, regulations, and compliance requirements, with a commitment to ethical conduct, integrity, and professionalism.
  • Proficiency in using call center technology, CRM systems, and productivity tools to manage operations, track performance, and drive continuous improvement.
  • Strong analytical and problem-solving skills, with the ability to interpret data, identify trends, and make data-driven decisions to improve performance and mitigate risks.
  • Ability to work collaboratively in a fast-paced, dynamic environment, prioritize competing demands, and adapt to changing business needs and priorities.
What We Offer:

We offer competitive compensation packages, professional development opportunities, and a collaborative work environment that values diversity and inclusion.

Physical Requirements:

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset.

  • Call Center Collections Director

    2 weeks ago

    Tampa, Florida, United States MCI Careers Full time

    Job Title: Call Center Collections DirectorAt MCI Careers, we are seeking a highly skilled and experienced Call Center Collections Director to lead our outbound collections efforts. As a key member of our team, you will be responsible for developing and implementing strategic initiatives to optimize collections performance, maximize recovery rates, and...

  • Call Center Supervisor

    5 days ago

    Tampa, Florida, United States The Crisis Center of Tampa Bay Inc. Full time

    Job Title: Call Center Supervisor, Tier IIJob Summary:The Crisis Center of Tampa Bay Inc. is seeking a highly skilled Call Center Supervisor to lead our Tier II team. As a key member of our operations team, you will be responsible for ensuring the daily operations of our contact center run smoothly and efficiently.Key Responsibilities:Lead and supervise a...

  • Call Center Supervisor-Tampa

    2 weeks ago

    Tampa, Florida, United States OneTouch Direct Full time

    Job Title: Performance SupervisorOneTouch Direct is a leading provider of contact center solutions, working with Fortune 500 companies to deliver exceptional service and products. We are seeking a highly motivated and experienced Performance Supervisor to join our team in Tampa, FL.Job Summary:The Performance Supervisor will lead a team of associates,...

  • Contact Center Supervisor

    3 weeks ago

    Tampa, Florida, United States The Crisis Center of Tampa Bay Inc. Full time

    Job SummaryThe Crisis Center of Tampa Bay Inc. is seeking a highly skilled Contact Center Supervisor to oversee the daily operations of our contact center. As a key member of our team, you will be responsible for ensuring the smooth functioning of our contact center, providing leadership and coordination for staff, interns, and volunteers, and participating...

  • Call Center Team Lead

    4 weeks ago

    Tampa, Florida, United States OneTouch Direct Full time

    {"title": "Performance Supervisor Opportunity", "content": "Join Our Team as a Performance SupervisorOneTouch Direct is a leading provider of contact center solutions, serving Fortune 500 companies with excellent service and innovative products. We're seeking a skilled Performance Supervisor to lead our team in Tampa, FL.Key Responsibilities:Lead a team of...

  • Experienced Collections Specialist

    5 days ago

    Tampa, Florida, United States ValorVIP Full time

    Job Title: Experienced Collections AgentAt ValorVIP, we are seeking a highly motivated and experienced Collections Agent to join our team. As a Collections Agent, you will be responsible for contacting customers who have outstanding debts to collect payments and negotiate repayment plans.Key Responsibilities:Place outbound calls to customers with delinquent...

  • Bilingual Collections Specialist

    2 days ago

    Tampa, Florida, United States MCI Careers Full time

    Job Title: Bilingual Collections RepresentativeJob Summary:MCI Careers is seeking a highly motivated and detail-oriented Bilingual Collections Representative to join our team. As a Collections Representative, you will be responsible for contacting customers with outstanding debts to collect payments and negotiate repayment plans.Key Responsibilities:Place...

  • Director of Collections and Client Services

    1 week ago

    Tampa, Florida, United States Sherloq Solutions Full time

    Job SummaryWe are seeking a highly skilled and experienced professional to lead our Collections and Client Services departments. As a key member of our team, you will be responsible for guiding and directing the overall provisions of these departments, ensuring seamless operations and exceptional customer service.Key ResponsibilitiesLead and manage a team of...

  • AR Collections Supervisor

    2 weeks ago

    Tampa, Florida, United States Fanatics Full time

    About the RoleFanatics is seeking an experienced AR Collections Supervisor to lead a team in the B2B collection of receivables. This individual will be responsible for ensuring customer payments are received within terms, while protecting the organization against risk and bad debt exposure.Key ResponsibilitiesLead a team of AR Analysts and Senior Analysts in...

  • Director of Collections and Client Services

    2 weeks ago

    Tampa, Florida, United States Sherloq Solutions Full time

    Job Title: Director, Third-Party CollectionsJob SummaryThis is a leadership role that oversees the Collections and Client Services departments. The ideal candidate will have experience in collections and management, with a strong focus on customer service and team leadership.Key ResponsibilitiesLead and manage a team of call center managers and supervisors...

  • AR Supervisor, Credit

    1 week ago

    Tampa, Florida, United States Refresco Full time

    Refresco Beverages North America - AR Supervisor, Credit & CollectionsAt Refresco, we're passionate about putting our drinks on every table. As an AR Supervisor, Credit & Collections, you'll play a crucial role in optimizing cash flow collections and minimizing financial risk for our US and Canada operations.Key Responsibilities:Lead a team of Accounts...

  • Contact Center Supervisor

    3 weeks ago

    Tampa, Florida, United States The Crisis Center of Tampa Bay Inc. Full time

    Job Details Job Title: Contact Center Supervisor, Tier II Job Summary The Crisis Center of Tampa Bay is seeking a highly skilled Contact Center Supervisor to oversee the daily operations of our contact center. As a key member of our team, you will be responsible for ensuring the efficient and effective delivery of services to our clients. Key...

  • Contact Center Supervisor

    2 weeks ago

    Tampa, Florida, United States The Crisis Center of Tampa Bay Inc. Full time

    Job Details Job Title: Contact Center Supervisor Job Location: Bearss Home Office - Tampa, FL Position Type: Full Time Education Level: 4 Year Degree Travel Percentage: None Job Shift: Any Job Category: Nonprofit - Social Services Description The Crisis Center of Tampa Bay is seeking a highly skilled Contact Center Supervisor to join our team. As a...

  • Director of Collections and Client Services

    2 weeks ago

    Tampa, Florida, United States Sherloq Solutions Full time

    Job SummaryThis is a leadership role that oversees the Collections and Client Services departments. The ideal candidate will have experience in collections and management, with a strong focus on customer service and team leadership.Key ResponsibilitiesLead and manage a team of call center managers and supervisors, providing guidance, support, and performance...

  • Collections Specialist

    3 weeks ago

    Tampa, Florida, United States Baker McKenzie Tampa Center Full time

    Collections Analyst Job DescriptionBaker McKenzie Tampa Center is seeking a skilled Collections Analyst to join our team. As a key member of our finance department, you will be responsible for collecting payments from clients in a timely and professional manner.Key Responsibilities:Liaise with In-Market Finance staff, partners, and management to ensure that...

  • Director, Third-Party Collections Specialist

    2 days ago

    Tampa, Florida, United States Sherloq Solutions Full time

    Job SummaryWe are seeking a highly skilled and experienced Director, Third-Party Collections to join our team at Sherloq Solutions. This is a unique opportunity to lead and direct the overall provisions of our Collections and Client Services departments.Key ResponsibilitiesLead and manage a team of call center managers and supervisors, providing guidance,...

  • Call Center/HR Shared Services Specialist

    3 weeks ago

    Tampa, Florida, United States Yoh Full time

    Job SummaryWe are seeking a highly skilled Call Center/HR Shared Services Specialist to join our team at Yoh. As a key member of our HR Shared Services team, you will be responsible for providing exceptional customer service and support to our clients, handling high-volume calls, and resolving complex HR-related inquiries.Key ResponsibilitiesProvide timely...

  • Healthcare Support Specialists

    1 month ago

    Tampa, Florida, United States KG Call Center Full time

    Job OverviewHealthcare Customer Service Representatives for a High-Volume Call CenterWe are seeking dedicated Healthcare Customer Service Representatives (CSRs) to support our bustling call center operations. Our CSRs play a crucial role in guiding individuals through intricate healthcare options, ensuring they receive the necessary information to make...

  • Customer Support Specialists in Healthcare

    1 month ago

    Tampa, Florida, United States KG Call Center Full time

    Job OverviewHealthcare Customer Service Representatives for a High-Volume Call CenterWe are seeking dedicated Healthcare Customer Service Representatives (CSRs) to support our bustling call center operations. Our CSRs play a crucial role in assisting numerous individuals in navigating intricate healthcare options, providing them with essential information to...

  • Healthcare Customer Service Representative

    4 weeks ago

    Tampa, Florida, United States KG Call Center Full time

    About the RoleWe are seeking a highly motivated and customer-focused Healthcare Customer Service Representative to join our team at KG Call Center. As a key member of our high-volume call center, you will play a critical role in providing exceptional service to our clients and their customers.ResponsibilitiesAnswer customer calls and provide accurate and...