Call Center Collections Supervisor

OneMCI•Tampa, FL

18d•Onsite

About The Position

At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization. We are seeking a motivated and experienced Collections Supervisor to oversee the day-to-day operations of our collections team within a fast-paced call center environment. This role is responsible for leading and supporting collections agents, driving performance, and ensuring the successful execution of collection strategies while maintaining the highest standards of compliance and customer engagement. As a Collections Supervisor, you will monitor key performance metrics, provide ongoing coaching and development, and implement initiatives designed to improve recovery rates and operational efficiency. You will play a critical role in motivating your team, identifying performance gaps, and fostering a culture of accountability, professionalism, and continuous improvement. The ideal candidate possesses strong leadership and communication skills, experience in collections or contact center operations, and a proven ability to drive results through effective team management. If you are passionate about developing people, achieving targets, and delivering operational excellence, we encourage you to apply and join our growing team. To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

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.
Must be authorized to work in the country where the job is based.
Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint.
Must be willing to submit to drug screening.

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.