Collection Supervisor

Lead and coach a team of Collections Agents in a fast-paced BPO. Drive performance, ensure compliance, resolve escalations, and support employee development while meeting client and company goals.

• Supervise a team of Collections Agents to achieve daily, weekly, and monthly collection targets.
• Monitor agent productivity, quality, and compliance with company and client standards.
• Provide regular coaching, feedback, and training to improve performance and skill development.
• Analyze performance reports and recommend strategies to improve recovery rates and efficiency.
• Handle escalated customer cases, ensuring resolution in line with compliance and company policy.
• Collaborate with Workforce Management, Training, and HR to support staffing, scheduling, and employee engagement initiatives.
• Conduct team meetings, performance reviews, and provide clear communication of goals and expectations.

Qualifications

• 4-5 years of experience in collections or call center operations, with at least 3 year in a team lead or supervisory role.
• Strong leadership and coaching skills with the ability to motivate and develop frontline agents.
• Working knowledge of collections processes, compliance regulations (FDCPA, PCI, SOC), and BPO practices.
• Familiarity with dialer systems, CRM tools, and Microsoft Office Suite.
• Excellent communication, problem-solving, and organizational skills.
• Post-secondary education in Business, Management, or a related field (preferred).

What We Offer

• Competitive salary plus performance-based incentives.
• Comprehensive benefits package.
• Opportunities for career growth and advancement.
• Supportive and engaging workplace culture.