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Supervisor - Call Center

Supervisor - Call Center

ORLANS LAW GROUP PLLCTroy, MI, US
18 hours ago
Job type
  • Full-time
Job description

Job Description

Job Description

Supervisor – Collections Call Center

Location : Troy, Michigan

Employment Type : Full-Time

Industry : Legal Services – Mortgage Default, Creditors' Rights

About Us

We are a forward-thinking default law firm representing mortgage servicers and secured creditors across multiple jurisdictions. With a reputation for excellence, efficiency, and compliance, we are committed to delivering high-performance results for our clients. We are currently seeking an experienced Call Center Supervisor to lead our inbound / outbound collections team. If you are results-driven, thrive in a fast-paced environment, and have a passion for team leadership—this is the opportunity to elevate your career.

About the Role

As the Call Center Supervisor , you will lead a high-volume team of account representatives focused on debtor collections. You will drive performance, coach staff, manage daily operations, and ensure adherence to all compliance standards and client expectations.

Key Responsibilities

  • Provide day-to-day leadership, coaching, and supervision to collections staff handling inbound and outbound debtor communications.
  • Set and monitor KPIs to ensure team collection goals are met or exceeded.
  • Manage scheduling, performance reviews, and accountability processes.
  • Collaborate with legal teams on complex accounts and litigation escalations.
  • Train new hires and support ongoing development of team members.
  • Handle escalated debtor issues and ensure a high standard of professionalism and compliance.
  • Deliver accurate reports and data-driven insights to senior leadership.
  • Continuously assess and refine collection strategies in line with FDCPA and other applicable regulations.

What You Bring

  • Proven experience leading a high-volume inbound / outbound call center team, preferably in collections or legal services. (3 -5 Years)
  • Strong understanding of FDCPA, collections best practices, and debtor communication protocols.
  • Exceptional leadership, coaching, and communication skills.
  • High degree of professionalism and attention to detail.
  • Ability to thrive in a fast-paced, results-driven environment.

    • Technology Requirements

  • Proficient in Microsoft Word, Excel, Outlook
  • Experience with Adobe / Nuance Power PDF
  • Familiarity with case management systems and client servicing platforms

    • What Success Looks Like

  • Consistent achievement of team collection targets
  • Low error rates and compliance with client / service-level expectations
  • High employee engagement, growth, and retention
  • Effective cross-functional collaboration and communication
  • Strong contribution to process improvement and operational efficiency

    • Why Join Us?

  • Competitive Compensation – Salary and benefits that reflect your value
  • Professional Growth – Career development and leadership advancement
  • Innovative Culture – Join a firm at the forefront of default legal strategy
  • Collaborative Team – Work with supportive, high-performing colleagues
  • Work-Life Balance – Flexibility and a people-first approach
  • Mentorship & Exposure – Learn from senior leaders and attorneys
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    Call Center Supervisor • Troy, MI, US