Supervisor, Collections

ARS•Houston, TX

3d•Onsite

About The Position

The Collection Supervisor is a leader in the company who manages and develops a team of Account Representatives in our call centers. Supervisors drive revenue performance through strategy execution, coaching and skill building, change management, and tracking of results. The Supervisor is responsible for creating a positive customer and employee experience through high standards of personal conduct and quality conversations. In addition, the Supervisor creates a culture of respect, transparency, and personal accountability through engaged and inspiring leadership and effective communication.

Requirements

Pass a background check and drug test.
High School Diploma
Pass a fingerprint clearance, based on assigned client.
Previous collections supervisory experience.
Highly organized and detail oriented with a proven record of consistently hitting deadlines and goals.
Proficient in Microsoft Excel and Outlook and familiar with the rest of the Microsoft Office Suite

Responsibilities

Build a highly functioning team of Account Reps who consistently meet productivity and work effort targets.
Ensure Account Representative performance and quality target levels are met and maintained.
Execute a prescribed inventory management process and dial strategy.
Identify skill gaps, diagnose behavioral drivers, and coach to improve.
Drive the performance management process, including compliance coaching, productivity coaching, recognition and retention, and the completion of the annual review process for direct reports.
Act with authority and discretion to resolve escalated customer calls and complaints.
Maintain up-to-date level of client and procedural knowledge by being attentive to and acting upon changes communicated through internal Change Communication Process, including email updates, team meetings, trainings and other shared messages.
Develop solutions dedicated to fostering a positive work environment, teamwork, growth and high morale within the department.
Conduct mandatory call listening sessions (real-time or recorded calls), regular team meetings, and individual coaching sessions to ensure that all Account Reps are creating a positive customer experience.
Exercise regular discretion in management of employees.
Direct the work of employees, set individual and team hours of work, appraise employee productivity and effectiveness via reporting, update and maintain coaching log, and manage behavioral issues.
Responsible for scheduling direct reports to meet all production deadlines, including time-off requests, and ensuring work time is recorded properly.
Provides site-wide coverage to ensure a supervisor or manager is always on site and available to support Account Representatives.