Billing/Collections Supervisor

Toho Water Authority • Kissimmee, FL

4d

About The Position

The Billing/Collections Supervisor provides direct leadership, coaching, and development for Billing and Collections staff. The position manages employee performance and supports a positive, engaged work environment by ensuring employees receive the training, feedback, and support needed to succeed.

The supervisor oversees employee performance and development, training and workforce readiness, team communication and engagement, and administrative activities such as scheduling, payroll, timekeeping, and staffing plans. The position also assists with recruitment, hiring, workforce planning, and organizational development, and provides backup support to Project Supervisors or other staff to maintain daily operations and meet established schedules and procedures. Other duties may be assigned.

Requirements

• High school diploma or GED issued by an approved GED Administrator.
• At least five years of experience in utility billing, collections, customer service, accounts receivable, or a related field.
• At least two years of supervisory, lead, coaching, or team leadership experience.
• Demonstrated experience in employee development, performance management, coaching, and training.
• Strong leadership, communication, conflict resolution, and interpersonal skills.
• Must possess and maintain a valid State of Florida Class E Driver's License.

Responsibilities

• Supervise, coach, and develop Billing and Collections staff by establishing performance expectations, goals, and accountability standards.
• Monitor and evaluate employee performance using scorecards, productivity, quality, attendance, and customer service metrics.
• Conduct regular coaching, feedback, counseling, corrective action, development planning, and one-on-one meetings.
• Support employee growth through career development, succession planning, training opportunities, and recognition of achievements.
• Resolve employee concerns and foster accountability, professionalism, and continuous improvement.
• Oversee onboarding and ongoing training for new and existing employees.
• Coordinate cross-training and team training initiatives; track training progress and competency development.
• Ensure employees comply with policies, procedures, and customer service standards.
• Facilitate team communication and build collaborative relationships across teams and departments.
• Promote employee engagement, development, and a positive workplace culture.
• Support organizational initiatives, change management efforts, and overall team effectiveness.
• Oversee scheduling, payroll, and timekeeping activities.
• Maintain staffing plans and recommend workforce adjustments to support operational needs.
• Assist with recruitment, hiring, workforce planning, and organizational development initiatives.
• Provide backup support to Project Supervisors or other staff to ensure continuity of daily operations, timely task completion, and adherence to established schedules and procedures.
• Perform other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED