Outbound Collections Supervisor

POSITION OVERVIEW:
**Job Title**: Outbound 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**:
POSITION RESPONSIBILITIES:
**Key Responsibilities**:

- Supervise and lead a team of outbound collections agents to achieve daily, weekly, and monthly collection targets.
- Monitor agent performance, conduct regular performance evaluations, and provide constructive feedback and coaching to drive continuous improvement.
- Develop and implement effective collection strategies, policies, and procedures to optimize team performance and enhance collection results.
- Analyze collection metrics and KPIs to identify trends, areas for improvement, and opportunities to increase efficiency and effectiveness.
- Ensure compliance with relevant regulations, laws, and company policies governing debt collection practices.
- Handle escalated customer inquiries, complaints, or disputes professionally and in accordance with established protocols.
- Collaborate with other departments such as customer service, finance, and legal to resolve complex customer issues and improve overall collections processes.
- Conduct regular team meetings, training sessions, and performance reviews to foster a positive and high-performing team culture.
- Maintain accurate records of collection activities, performance metrics, and team achievements.
- Stay updated on industry trends, best practices, and regulatory changes in the field of collections management.

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 operations, with a minimum of 3 years in a 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.
- High level of integrity, professionalism, and ethical conduct in dealing with sensitive customer information and financial matters.
- Flexibility to adapt to changing business needs and willingness to work occasional evenings or weekends as required.

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, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

CONDITIONS OF EMPLOYMENT:

- 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.

EQUAL OPPORTUNITY EMPLOYER:
At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our community. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, one where employees are treated with dignity and respect. All employees share in the responsibility for fulfilling MCI's commitment to a diverse and equal