Contact Center Supervisor - Collections (Hybrid)
Core
Oversee a team of representatives in a fast-paced collections environment, ensuring maximum efficiency and quality customer experience.
Role type
Senior IC Contact Center Supervisor (Collections)
Builds
Collections operations and customer experience outcomes
Domain
Financial services / Loan operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Team leadership, performance management, coaching and training, data analysis, hiring and onboarding, conflict resolution
Preferred skills
Financial industry experience, loan operations experience
Technologies
N/A
Responsibilities
Manage metrics, performance criteria, policies and procedures to improve productivity; Review quality assurance reports and provide coaching; Conduct one-on-one meetings, weekly meetings, and performance reviews; Identify trends and recommend solutions to improve performance; Assist with new hire interviews and onboarding
Seniority
Mid-level, hands-on IC
