Collections Supervisor

USA Waste and Recycling•Enfield, CT

1d•Onsite

About The Position

The Collections Supervisor is responsible for the daily leadership, coaching, and performance management of a team of approximately 12 Collections representatives. This role ensures operational excellence through consistent oversight of attendance, payroll, call quality, performance metrics, staff development, and ongoing training while supporting complex collection activity and maintaining accurate reporting data. The Collections Supervisor serves as a hands-on leader and subject matter resource to drive results, compliance, and continuous improvement. This is an in-person position at our headquarters in Enfield, CT.

Requirements

Prior experience in collections, credit, or accounts receivable
Previous supervisory or team‑lead experience
Strong working knowledge of collection metrics, call monitoring, and compliance standards
Excellent communication, coaching, and interpersonal skills
Strong organizational skills with the ability to manage multiple priorities
Proficiency with collection systems, reporting tools, and Microsoft Office products

Nice To Haves

Supervising teams of 5+ staff
Knowledge of applicable state and federal collection regulations

Responsibilities

Conduct daily floor meetings/huddles to review priorities, performance updates, and expectations.
Hold weekly 1:1 coaching and review sessions with each collection staff member, including but not limited to account reviews, performance metrics analysis, and goal progress discussions.
Set, monitor, and review individual and team performance goals and metrics.
Track performance improvement initiatives and provide targeted coaching to support success.
Assist collectors with questions, escalations, and procedural guidance throughout the workday.
Liaise and build strong working relationships with Sales, Customer Service, and Billing to facilitate resolutions to collections issues.
Participate in hiring, onboarding, and termination processes as needed.
Perform call monitoring to ensure compliance, quality, and effectiveness.
Provide timely, constructive feedback based on call reviews and observed performance.
Identify coaching opportunities to improve call handling, negotiation strategies, and compliance adherence.
Assist collectors with difficult or complex collection accounts, including escalations and high-balance cases.
Manage staff attendance and ensure adherence to scheduling and attendance policies.
Review, approve, and submit payroll accurately and on time.
Ensure all required data and reporting input from staff are complete, accurate, and submitted within established deadlines.
Monitor daily workflow to ensure adequate coverage, productivity, and performance consistency.
Maintains reasonable, regular, punctual attendance consistent with Company policies, the Americans with Disabilities Act (ADA), the Family Medical Leave Act (FMLA), and other federal, state, and local standards.
Adapts to changing duties, as required, based on business needs.
Ensure collection activity, account notes, and required reporting data are consistently documented.
Review team performance reports to identify trends, risks, and improvement opportunities.
Communicate performance results to management and recommend corrective or development actions.