Collections Supervisor

Position Summary

Global Agility Solutions is currently hiring supervisors to join our stellar collections team to enable high performance and maximize recovery rates. The primary function of the supervisor is to coach and motivate collections agents as they field interactions from clients. The collections supervisor will hire employees and assist in the training process, ensuring that every agent is well prepared for their customer interactions.

They will continue to support agents after training by monitoring their progress, ensuring that they understand and meet expectations, answering their questions, and providing them with ongoing coaching opportunities and inspiration to meet their goals. You should be analytical, supportive, and prepared to act as a resource to agents.

To succeed as a collections supervisor, you should be focused on helping your team build the necessary skills and knowledge so they can better support our client. You should be supportive, communicative, and attentive.

• Hiring, training, and preparing collections agents.
• Develop and implement effective strategies to maximize recovery rates on overdue accounts and ensure compliance with relevant laws and regulations.
• Monitor performance metrics and analyze collection reports and trends to identify areas for improvement and ensure that production targets are met.
• Organizing schedules, keeping track of employees' hours and recording payroll data.
• Managing cash flow and ensuring that all financial transactions are documented accurately and overseeing bank deposits.
• Preparing a facility for daily operations and securing facility at the end of the day.
• Ensuring agents understand and comply with all program objectives, performance standards (KPIs), and policies.
• Identifying operational issues and suggesting possible improvements.
• Handling escalated interactions and working with customers as needed.
• Constructive participation in the creation of organizational policies and operating procedures.
• Preparing reports and analyzing data to assist management as they determine program goals.
• Working with other supervisors and management team members to support agents and maximize customer satisfaction.
• Additional duties as assigned.

• High school diploma or equivalent; bachelor's degree in finance, business, or a related field is preferred.
• Proven call center, collections, sales, or similar supervisory experience. A minimum of 1-3 years experience in a related field.
• Proficiency with technology, especially computers, software applications, and phone systems. Working knowledge of MS Office.
• Exceptional verbal and written communication skills. Proficient in English;
  Bilingual (Spanish) will be a definite plus.
• Ability to coach, train, and motivate employees and knowledge of performance evaluation procedures.
• Excellent problem solving, leadership, and customer service skills.
• Analytical, efficient, and thorough.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.

• Sit for long periods of time.
• Use their hands to handle, control, or feel objects, tools, or controls.
• Repeat the same movements.
• Speak clearly so listeners can understand.
• Understand the speech of another person.
• Specific vision abilities required by the job include close vision, and the ability to adjust focus.
• The noise level in the work environment is usually minimal.