Senior Supervisor, Operations (Debt Collection)

About the role

The Senior Supervisor, Operations coordinates daily collection floor activities in a fast-paced call center. The role supports Customer Service Agents (CSAs) in their collection efforts, maintains performance and attendance records, schedules staff, trains and projects, sets and monitors collection priorities, produces collection reports and assigns special projects.

Key responsibilities

• Coach CSAs to improve their collection skills and performance, and coordinate training of new and existing CSAs
• Complete performance evaluations, employee performance reports and corrective action forms accurately and on time
• Take part in mandatory leadership training programs
• Support department staff by answering questions, evaluating calls and giving feedback on improvements
• Work with department management on productivity, communication, conflict resolution and day-to-day events
• Compile and evaluate production numbers, and work with HR on performance improvement, corrective actions and attendance issues
• Manage the team's schedule to ensure daily telephone coverage and monitor attendance, coaching on negative trends
• Recognize exemplary performance, schedule team meetings and share collection goals and procedural changes
• Monitor inbound hold time and adjust schedules where possible, and help CSAs understand current incentives
• Additional duties as assigned by the Collections Manager

Required profile

• At least 1 year of collections experience or prior supervisory experience preferred
• Business proficiency in written and spoken English
• Knowledge of applicable collection laws, including the FDCPA
• Strong interpersonal, verbal, written and negotiation communication skills
• High school diploma or GED equivalent
• Must pass a background check required to obtain a Minnesota debt collector license
• Ability to maintain a predictable, consistent full-time schedule; travel to onshore locations may be required

Required skills

• Proficiency with Microsoft Office (Word, Excel, Access)
• Ability to learn collection software such as FACS and Call Miner
• Consistency, accuracy, good judgment, attention to detail and a professional attitude