Call Center Collections Supervisor

2 days ago

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

At MCI Careers, we are seeking a highly motivated and experienced Call Center Collections Supervisor to join our team. As a key member of our operations team, 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:

At MCI Careers, 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.

Reasonable Accommodation:

Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship.

Diversity and Equality:

At MCI and its subsidiaries, we embrace differences and believe diversity benefits our employees, company, customers, and community. All aspects of employment at MCI are based solely on a person's merit and qualifications.

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