Call Center Supervisor (1st Party Collections)
Core
Manage and develop a team of agents to meet performance, quality, and client satisfaction metrics in a first-party collections environment.
Role type
Call Center Supervisor (1st Party Collections)
Builds
Operational performance and agent productivity for a collections team
Domain
Financial services / Debt collections
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Call center management, team leadership, performance monitoring, agent coaching, conflict resolution, MS Office
Responsibilities
Manage daily shift operations and team performance, coach agents to meet targets, monitor and provide feedback on handled contacts, handle escalated customer inquiries, ensure adherence to company policies, support remote management of agents
Seniority
Entry-level Supervisor
