Debt Recovery Supervisor

POSITION OVERVIEW:
**Job Title**: Debt Recovery 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 Debt Recovery Supervisor who will be responsible for overseeing the operations of the debt recovery team and ensuring the effective management of delinquent accounts. Your role involves providing leadership, guidance, and support to debt recovery agents, monitoring performance metrics, and implementing strategies to maximize debt recovery while maintaining compliance with regulatory standards. You will play a key role in driving team productivity, meeting collection targets, and fostering a positive work environment.


POSITION RESPONSIBILITIES:
**Key Responsibilities**:

- Lead, coach, and mentor a team of debt recovery agents to achieve individual and team performance goals.
- Provide ongoing training, feedback, and performance evaluations to support professional growth and development.
- Monitor daily operations of the debt recovery team, including call volume, queue management, and adherence to schedule adherence.
- Allocate resources effectively to ensure optimal staffing levels and coverage during peak demand periods.
- Set clear performance expectations and targets for debt recovery agents, including collection goals, call quality standards, and compliance requirements.
- Track and analyze performance metrics, such as call volume, connect rates, payment arrangements, and recovery rates, to identify trends and areas for improvement.
- Conduct regular quality assurance reviews of debt recovery calls and interactions to ensure compliance with company policies, regulatory requirements, and industry best practices.
- Provide feedback, coaching, and training to agents to address performance issues and promote continuous improvement.
- Handle escalated customer inquiries, complaints, and complex cases requiring supervisory intervention.
- Resolve disputes, negotiate settlements, and address customer concerns in a timely and professional manner to ensure customer satisfaction and retention.
- Prepare and present reports on team performance, collection metrics, and key performance indicators (KPIs) to senior management.
- Analyze data and trends to identify opportunities for process optimization, efficiency improvements, and revenue maximization.
- Ensure adherence to all relevant laws, regulations, and industry standards governing debt collection practices, including the Fair Debt Collection Practices Act (FDCPA) and consumer protection laws.
- Implement controls and procedures to mitigate risk, safeguard customer information, and maintain compliance with data privacy regulations.

CANDIDATE 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 management, with a minimum of 2-3 years in a supervisory or leadership role.
- Strong leadership and coaching skills, with the ability to motivate and inspire team members to achieve their full potential.
- Excellent communication and interpersonal skills, with the ability to interact effectively with diverse teams and stakeholders.
- Sound knowledge of debt collection laws, regulations, and compliance requirements, with a commitment to ethical conduct and integrity.
- Proficiency in using call center technology, CRM systems, and productivity tools to manage team performance and workflow.
- Analytical mindset with the ability to interpret data, identify trends, and make data-driven decisions to improve operational efficiency and effectiveness.
- Strong problem-solving skills, adaptability, and resilience in managing challenging situations and resolving conflicts.
- Ability to work collaboratively in a fast-paced environment, prioritize competing demands, and meet deadlines under pressure.

COMPENSATION DETAILS:
**WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?**

We offer competitive compensation packages, professional development opportunities, and a collaborative work environment that values diversity and inclusion.

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 be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects,