GENERAL FUNCTION

The Collections Team Supervisor is responsible for leading, motivating and developing agents in a collection's environment. This involves focused coaching, call monitoring, and constructive feedback for continuous improvement. As a member of our team, you will be responsible for supporting, promoting and communicating business changes, ensuring compliance with company standards and laws. Ideal candidates will excel in analyzing and evaluating team staffing needs for maximum coverage during prime contact times, maintaining effective workloads for all agents. Must be able to create a team atmosphere and encourage a fun and friendly work environment. The MFSG collections center operates 7 days a week. Collectors will work a rotating 5 shifts per week. Weekend availability is a requirement for the role.

RESPONSIBILITIES

• Leading, motivating, and developing agents in a customer service environment.
• Providing and documenting interactive coaching, monitoring calls, and providing constructive feedback to agents.
• Handling escalated customer calls with a proactive and solution-oriented approach.
• Collaborating with the Collections manager and fellow Supervisors to strategically optimize team scheduling, ensuring seamless telephone coverage, and approving requests for time off and schedule change
• Conducting frequent telephone monitoring and dialer coaching sessions.
• Ensuring adherence to all legislative requirements
• Documenting all collections activity in a concise and accurate format.
• Reviewing delinquent accounts, taking timely, strategic actions to minimize collection risk and maximize overall collections
• Evaluating high risk accounts to implement recommendations for resolution.

EDUCATION

• High School diploma/GED
• General windows-based computer knowledge

EXPERIENCE

• 2-3 years previous team lead/management experience within a collections/contact center environment.
• Experience working with call center technology including but not limited to dialer technology, telephone monitoring software and Microsoft office products.

SKILLS

• Demonstrated ability to organize and lead a team of 10-15 agents who meet/exceed goals in a fast paced and changing atmosphere.
• Ability to motivate agents in a positive and productive manner.
• Must be self-motivated, demonstrate great organizational skills, and work independently and in a team environment with little or no supervision.
• The highest level of professionalism with employees companywide is expected.
• Basic knowledge of Microsoft Office Suite 2007 or later, especially Excel, Word, and PowerPoint.

Note to Internal Applicants: All internal applicants are required to notify current manager regarding interest in applying for this role.