Call Center Collections Supervisor

We are seeking a Collections Supervisor who will oversee the daily operations of the collections team within the call center. The role involves leading a team of collections agents, monitoring performance metrics, and implementing strategies to maximize debt recovery while maintaining compliance with regulatory standards. 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. 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 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 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, 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. Qualifications Associate degree, certification, or equivalent combination of training and experience. Minimum 2‑3 years of experience in debt collection, customer service, or call center operations 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, able 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. Benefits Paid Time Off and paid holidays. Incentives & Rewards, including cash bonuses and prizes. Health Benefits: medical, dental, and vision coverage after 60 days of employment; MEC medical plans after 30 days. Retirement Savings programs where available. Disability Insurance and Life Insurance options. Supplemental Insurance for accident and critical illness. Career Growth opportunities with a focus on internal promotions. Paid Training and learning opportunities while earning a paycheck. Fun, engaging work environment with a team‑oriented culture. Casual Dress Code. All MCI Locations: Must be authorized to work in the country where the job is based. Subject to the program and location of the position: Must be willing to submit up to a Level II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results. Must be willing to submit to drug screening. Job offers are contingent on drug screening results. Physical Job Requirements: The employee will be largely sedentary and required to sit/stand for long periods while using a computer and telephone headset. The employee may be required to move around the office, reach in any direction, and move objects up to forty (40) pounds. Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. At MCI and its subsidiaries, we embrace differences and believe diversity benefits our employees, company, customers, and community. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, where employees are treated with dignity and respect. All employees are responsible for fulfilling MCI's commitment to a diverse and equal‑opportunity work environment. MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. MCI will consider qualified applicants with criminal histories for employment in a manner consistent with local and federal requirements. MCI will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. MCI's policy is to provide reasonable accommodation to qualified employees with protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works. #J-18808-Ljbffr MCI