Call Center Supervisor (Collections)
Core
Manages and develops a team of agents to meet performance targets, maximize productivity, and ensure quality in collections operations.
Role type
Call Center Supervisor (Collections)
Builds
Collections operations and team performance
Domain
Financial Services / Debt Collection
Required skills
Team management, Performance monitoring, Coaching, Quality assurance, Customer escalation handling, KPI achievement, Multi-channel support (call/chat/email/ticket), Strategic prioritization, Data analysis
Preferred skills
Bachelor's degree, Internal Agent development initiative completion (JUMP)
Technologies
TOPS, Call/chat/email/Ticket systems
Responsibilities
Manage and coach agents to meet targets, Monitor team performance and quality metrics, Provide real-time support during calls, Handle escalated customer inquiries, Ensure adherence to company policies, Adjust messaging for different audiences, Identify operational bottlenecks, Conduct appraisals
Seniority
Individual Contributor, Supervisory level
