Debt Recovery Supervisor

About the role

MCI is seeking a Debt Recovery Supervisor to lead and support a team of collections agents in a fast-paced call center environment. The role involves setting performance expectations, monitoring key metrics, and providing coaching and training to improve agent productivity and customer satisfaction.

Responsibilities

• Provide leadership and support to collections agents, fostering a high-performing work environment.
• Conduct regular team meetings, one-on-one coaching sessions, and performance evaluations.
• Set clear performance expectations, goals, and targets for collections agents, and monitor performance against key metrics.
• Identify performance gaps and develop action plans to address areas for improvement.
• Manage the daily workflow of the collections team, including call distribution, queue management, and scheduling.
• Monitor call volumes, handle time, and adherence to schedule adherence targets.
• Conduct regular quality assurance reviews of collections calls and interactions.
• Provide feedback, coaching, and training to collections agents on compliance standards, call handling techniques, and negotiation strategies.
• Ensure collections agents deliver exceptional customer service, handling inquiries, disputes, and complaints professionally.
• Empower collections agents to address customer concerns, resolve disputes, and negotiate payment arrangements.
• Generate and analyze reports on collections performance, call metrics, and KPIs.
• Collaborate with management to develop strategies and action plans based on data-driven insights.
• Facilitate training sessions and skill-building exercises to enhance the capabilities of collections agents.
• Stay updated on industry trends, best practices, and regulatory changes in debt collection.

Qualifications

• Associate degree, certification, or equivalent combination of training and experience.
• Proven experience in debt collection, customer service, or call center operations, with a minimum of 2-3 years in a supervisory or leadership role.
• Strong leadership, coaching, and mentoring skills.
• Excellent communication and interpersonal skills.
• Sound knowledge of debt collection laws, regulations, and compliance requirements.
• Proficiency in using call center technology, CRM systems, and productivity tools.
• Strong analytical and problem-solving skills.
• Ability to work collaboratively in a fast-paced, dynamic environment.