Call Center Collections Supervisor

Collections Supervisor

MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry.

We are seeking a Collections Supervisor who will be responsible for overseeing the daily operations of the collections team within the call center. Your role involves leading a team of collections agents, monitoring performance metrics, and implementing strategies to maximize debt recovery while maintaining compliance with regulatory standards. You will provide guidance, support, and coaching to collections agents to optimize their performance and achieve collection targets.

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.

Position Responsibilities

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 key performance indicators (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, 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.

Candidate Qualifications

Wonder if you are a good fit for this position?

All positive, and driven applicants are encouraged to apply. The ideal candidates for this position are highly motivated, dedicated and should possess the below qualities :

Compensation Details

Want an employer that values your contribution?

At MCI, we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.

What you can expect from MCI : We understand the importance of balance and support, which is why we offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy :

Compensation & Benefits that Fit Your Life MCI takes pride in tailoring our offerings to fit the needs of our diverse team across subsidiaries and locations. While specific benefits and incentives may vary by geography, the core of our commitment remains the same : rewarding effort, providing growth opportunities, and creating an environment where every employee feels valued.

If you're ready to join a company that recognizes your contributions and supports your growth, MCI is the place for you. Apply today!

Physical Requirements

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit / stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

Conditions of Employment

All MCI Locations

Subject to the program and location of the position

Equal Opportunity Employer

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 care 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