Supervisor, Collections

Job Summary

The Collection Supervisor is a leader in the company who manages and develops a team of Account Representatives in our call centers. Supervisors drive revenue performance through strategy execution, coaching and skill building, change management, and tracking of results. The Supervisor is responsible for creating a positive customer and employee experience through high standards of personal conduct and quality conversations. In addition, the Supervisor creates a culture of respect, transparency, and personal accountability through engaged and inspiring leadership and effective communication.

• Build a highly functioning team of Account Reps who consistently meet productivity and work effort targets.
• Ensure Account Representative performance and quality target levels are met and maintained.
• Execute a prescribed inventory management process and dial strategy.
• Identify skill gaps, diagnose behavioral drivers, and coach to improve.
• Drive the performance management process, including compliance coaching, productivity coaching, recognition and retention, and the completion of the annual review process for direct reports.
• Act with authority and discretion to resolve escalated customer calls and complaints.
• Maintain up-to-date level of client and procedural knowledge by being attentive to and acting upon changes communicated through internal Change Communication Process, including email updates, team meetings, trainings and other shared messages.
• Develop solutions dedicated to fostering a positive work environment, teamwork, growth and high morale within the department.
• Conduct mandatory call listening sessions (real‑time or recorded calls), regular team meetings, and individual coaching sessions to ensure that all Account Reps are creating a positive customer experience.
• Exercise regular discretion in management of employees.
• Direct the work of employees, set individual and team hours of work, appraise employee productivity and effectiveness via reporting, update and maintain coaching log, and manage behavioral issues.
• Responsible for scheduling direct reports to meet all production deadlines, including time‑off requests, and ensuring work time is recorded properly.
• Provides site‑wide coverage to ensure a supervisor or manager is always on site and available to support Account Representatives.

• Decision Quality – Making good and timely decisions that keep the organization moving forward.
• Drives Results – Consistently achieving results, even under tough circumstances.
• Communicates Effectively – Clearly communicates messages through appropriate channels and listens to understand and respond.
• Being Resilient – Rebounding from setbacks and adversity when facing difficult situations.
• Builds Effective Teams – Building strong‑identity teams that apply their diverse skills and perspectives to achieve common goals.

• Coaching:
  
  Provides timely guidance and feedback to help others strengthen knowledge/skills areas needed to accomplish a task or solve a problem, with demonstrated success helping others improve.
• Customer/Client Focus:
  Makes customers/clients and their needs a primary focus of one’s actions; shows interest in and understanding of the needs and expectations of internal customers (Direct Reports and Manager) and external customers (Clients); gains customer trust and respect; meets or exceeds customer expectations.
• Action Oriented:
  Consistently maintains high levels of activity or productivity; contributes discretionary effort to achieve goals, when necessary, works with vigor, effectiveness and determination over a sustained period.
• Collaboration:
  
  Builds constructive working relationships with clients/customers, other work units, community organizations and others to meet mutual goals and objectives. Behaves professionally and supportively when working with individuals from a variety of ethnic, social and educational backgrounds.
• Communication:
  Receives information and ideas through a variety of media to individuals or groups and clearly conveys information in a manner that engages the listener, helps them understand and retain the message, and…