Call Center Collections Supervisor

Position Overview MCI is a leading tech‑enabled business services provider offering Customer Experience (CX), Business Process Outsourcing (BPO), and Anything‑as‑a‑Service (XaaS) solutions across multiple industries. We operate call centers both on‑site and remote, leveraging advanced technology to enhance customer journeys, increase scalability, and reduce costs. Responsibilities Lead, coach, and support a team of collections agents to maintain a positive, high‑performing work environment. Conduct team meetings, one‑on‑one coaching sessions, and performance evaluations. Set clear performance expectations, goals, and targets and monitor progress against key metrics including collection rates, call quality, and productivity. Identify performance gaps and develop action plans to address improvements, providing training and resources as needed. Manage daily workflow—call distribution, queue management, and scheduling—to ensure efficient operations and optimal resource utilization. Monitor call volumes and adherence to schedule targets, taking proactive measures to address deviations. Conduct regular quality assurance reviews to ensure compliance with company policies, regulatory requirements, and industry best practices. Provide coaching and training on compliance standards, call handling techniques, and negotiation strategies. Ensure agents deliver exceptional customer service, handling inquiries, disputes, and complaints with professionalism and empathy. Empower agents to resolve disputes and negotiate payment arrangements to reach mutually beneficial outcomes. Generate and analyze reports on collections performance, call metrics, and KPIs, identifying trends and opportunities for improvement. Collaborate with management to develop strategies and initiatives based on data‑driven insights. Facilitate training sessions, workshops, and skill‑building exercises for collections agents. Stay current on industry trends, best practices, and regulatory changes and share relevant information with the team. Candidate Qualifications Associate degree, certification, or equivalent combination of training and experience. Minimum 2–3 years of supervisory or leadership experience in debt collection, customer service, or call center operations. Strong leadership, coaching, and mentoring skills. Excellent communication and interpersonal skills. Sound knowledge of debt collection laws, regulations, and compliance requirements. Proficiency in call center technology, CRM systems, and productivity tools. Strong analytical and problem‑solving skills. Ability to work collaboratively in a fast‑paced, dynamic environment and adapt to changing business needs. Compensation & Benefits Competitive starting salary based on experience. Paid Time Off (PTO) and paid holidays. Incentives and rewards program with cash bonuses and prizes. Health benefits: comprehensive medical, dental, and vision coverage; MEC plans after 30 days. Retirement savings program (where available). Short‑term disability coverage. Life insurance options. Supplemental insurance for accidents and critical illness. Career growth with a focus on internal promotions. Paid training and educational development. Supportive work environment with casual dress code. Physical Requirements This role requires largely sedentary work in a professional office environment. Duties include sitting/standing for long periods while using a computer and telephone headset, operating a phone, copier, and printer. Occasional walking and lifting up to forty (40) pounds may be required. Conditions of Employment Must be authorized to work in the country where the job is based. Must be willing to submit to a LEVEL II background and/or security investigation with a fingerprint; job offers are contingent on investigation results. Must be willing to submit to drug screening; job offers are contingent on screening results. Reasonable Accommodation Consistent with the Americans with Disabilities Act (ADA), MCI provides reasonable accommodations when requested by a qualified applicant or employee with a disability, unless such accommodations would cause undue hardship. Requests for reasonable accommodation should be directed to Human Resources. Equal Opportunity Employer MCI maintains a work environment free from discrimination, ensuring that all aspects of employment are based solely on merit and qualifications. MCI is committed to providing a diverse and inclusive workplace and may consider qualified applicants with criminal histories in accordance with applicable laws. #J-18808-Ljbffr Mass Markets