Call Center Collections Supervisor

About the role

MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries.

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.

Requirements

• Associate degree, Certification or Equivalent Combination of Training and Experience
• Proven experience in debt collection, customer service, or call center operations role, with a minimum of 2-3 years 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, with the ability 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.