Call Center Supervisor, Collections (Hybrid)

We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas or take over sponsorship at this time. #BI-Hybrid  #LI-Hybrid

About the role:

As a Call Center Supervisor, Collections, your primary responsibility is to oversee the day to day functions of a team of collections representatives, ensuring team performance aligns with organizational goals, and driving strategies to optimize collections processes. You will teach, train, and mentor representatives in a fast-paced environment to ensure success and a quality customer experience. Additionally, you'll oversee the team's efforts to achieve maximum efficiency and overall effectiveness. This role will report to the Department Manager.

Responsibilities:

• Manage metrics, performance criteria, policies, and procedures to continuously improve representative's productivity
• Review quality assurance reports, customer survey responses, and error reports and provide coaching to representatives to ensure they are creating the expected customer experience
• Conduct one-on-one meetings, weekly meetings, coaching sessions, and performance reviews in a timely manner
• Identify trends and recommend appropriate solutions to improve performance and drive engagement
• Assist with new hire interviews, and hiring decisions and manage the onboarding process for all new hires within your function

Requirements:

• 3 or more years of experience in collections management within a call center environment
• Strong understanding of collections strategies, credit policies, and compliance regulations.
• Experience within the financial industry and/or loan operations
• Excellent problem-solving, negotiation, and communication skills
• Exceptional leadership and interpersonal skills, with the ability to motivate and manage a high-performing team
• Ability to coach, train, and evaluate team performance
• Proficient in using data to drive decisions and optimize processes

Compensation:

The budgeted annual salary range for this position is $51,000 to $57,000. Actual annual salary will be determined based on qualifications, skills, experience, and level assessed during the hiring process and may fall outside of the range shown. Additional compensation for this role may include a bonus. All full-time employees are eligible to participate in Company benefits, described in more detail here.