Call Center Collections Supervisor

Overview MCI is a fast-growing tech-enabled business services company in the USA with a strong call center footprint. We provide Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across multiple industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers use on-site and remote agents to enhance customer journeys, drive scalability, and reduce costs. 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 leads and supports collections agents, drives performance, and ensures effective execution of collection strategies while maintaining high standards of compliance and customer engagement. As a Collections Supervisor, you will monitor key performance metrics, provide ongoing coaching and development, and implement initiatives to improve recovery rates and operational efficiency. You will motivate your team, identify performance gaps, and foster a culture of accountability, professionalism, and continuous improvement. The ideal candidate has 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. Key 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 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 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. Candidate Profile Associate degree, Certification or Equivalent Combination of Training and Experience Proven experience in debt collection, customer service, or call center operations, 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 Excellent communication and interpersonal skills, with the ability to effectively communicate with diverse teams, stakeholders, and customers Knowledge of debt collection laws, regulations, and compliance requirements, with a commitment to ethical conduct and professionalism Proficiency in using call center technology, CRM systems, and productivity tools to manage operations and drive improvement Strong analytical and problem-solving skills, with the ability to interpret data and make data-driven decisions Ability to work in a fast-paced, dynamic environment, prioritize demands, and adapt to changing business needs This job operates in a professional office environment. The employee may be required to sit/stand for long periods while using a computer and headset, and to move or lift up to 40 pounds as needed. Compliance and Equal Opportunity All applicable background checks, drug screening, and security investigations may be required. MCI is committed to equal opportunity and diversity in the workplace. All employment decisions are based on merit and qualifications, and MCI does not discriminate on protected characteristics. Reasonable accommodations are provided where required by law. Additional Information The purpose of this job description is to provide a general overview of the role. It is not an all-inclusive list of duties, responsibilities, or qualifications. The employer reserves the right to revise this description at any time. #J-18808-Ljbffr MCI