Senior Collections Operations Supervisor

Job Summary

Leading a team of approximately 7 Collections agents in a remote environment, the full-time Senior Operations Supervisor, Collections will coach and supervise agents, conduct call reviews, and utilize performance data to enhance skills in negotiation and problem-solving.

Key responsibilities:

• Supervise and coach a team of Collections agents through live monitoring and side-by-side coaching sessions
• Utilize call scores and performance data to identify trends and develop tailored coaching plans
• Collaborate with senior management and other departments on performance trends and team needs

Required qualifications:

• 5+ years of experience in collections or recoveries within credit, lending, or banking
• 3+ years managing a team of collections or customer operations associates in a performance-managed environment
• Demonstrated experience in live call monitoring and coaching
• Ability to handle collections calls and negotiate payment resolutions end to end
• Proven track record of using performance data to improve team outcomes