Call Center Collections Supervisor

6 months ago

Cape Town, South Africa MCI Military Recruitment Full time

POSITION OVERVIEW:
**Job Title**: Call Center Collections Supervisor

**Job Type**: Full-time, Permanent

**Location**: Onsite, Cape Town (US hours)

**About Us**:
MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry.

**Position Overview**:
We are seeking a Collections Supervisor who will be responsible for overseeing the daily operations of the collections team within the call center. Your role involves leading a team of collections agents, monitoring performance metrics, and implementing strategies to maximize debt recovery while maintaining compliance with regulatory standards. You will provide guidance, support, and coaching to collections agents to optimize their performance and achieve collection targets.

POSITION RESPONSIBILITIES:
**Key Responsibilities**:

- Provide leadership, direction, and support to a team of collections agents, fostering a positive and high-performing work environment.
- Conduct regular team meetings, one-on-one coaching sessions, and performance evaluations to monitor progress and provide feedback.
- Set clear performance expectations, goals, and targets for collections agents, and monitor performance against key metrics, including collection rates, call quality, and productivity.
- Identify performance gaps and develop action plans to address areas for improvement, providing training, support, and resources as needed.
- Manage the daily workflow of the collections team, including call distribution, queue management, and scheduling, to ensure efficient operations and optimal resource utilization.
- Monitor call volumes, handle time, and adherence to schedule adherence targets, taking proactive measures to address deviations and maintain service levels.
- Conduct regular quality assurance reviews of collections calls and interactions to ensure compliance with company policies, regulatory requirements, and industry best practices.
- Provide feedback, coaching, and training to collections agents on compliance standards, call handling techniques, and negotiation strategies.
- Ensure that collections agents deliver exceptional customer service, handling inquiries, disputes, and complaints in a professional, empathetic, and respectful manner.
- Empower collections agents to address customer concerns, resolve disputes, and negotiate payment arrangements to achieve mutually beneficial outcomes.
- Generate and analyze reports on collections performance, call metrics, and key performance indicators (KPIs), identifying trends, insights, and opportunities for improvement.
- Collaborate with management to develop strategies, initiatives, and action plans based on data-driven insights to optimize collections effectiveness and drive continuous improvement.
- Facilitate training sessions, workshops, and skill-building exercises to enhance the capabilities, knowledge, and skills of collections agents.
- Keep abreast of industry trends, best practices, and regulatory changes in debt collection and share relevant information with the team.

STANDARD QUALIFICATIONS:
**WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?**
- Associate degree, Certification or Equivalent Combination of Training and Experience
- Proven experience in debt collection, customer service, or call center operations, with a minimum of 2-3 years in a supervisory or leadership role.
- Strong leadership, coaching, and mentoring skills, with the ability to motivate and inspire teams to achieve their full potential.
- Excellent communication and interpersonal skills, with the ability to effectively communicate with diverse teams, stakeholders, and customers.
- Sound knowledge of debt collection laws, regulations, and compliance requirements, with a commitment to ethical conduct, integrity, and professionalism.
- Proficiency in using call center technology, CRM systems, and productivity tools to manage operations, track performance, and drive continuous improvement.
- Strong analytical and problem-solving skills, with the ability to interpret data, identify trends, and make data-driven decisions to improve performance and mitigate risks.
- Ability to work collaboratively in a fast-paced, dynamic environment, prioritize competing demands, and adapt to changing business needs and priorities.

CONDITIONS:

- Must be authorized to work in the country where the job is based.
- Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results.
- Must be willing to submit to drug screening. Job offers are contingent on drug screening results.

PHYSICAL REQUIREMENTS:
This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will b

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