Debt Recovery Supervisor
hace 6 días
Tampa
MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs. At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization. We are seeking a Debt Recovery Supervisor who will be responsible for overseeing the daily operations of the collections team within the call center. Your role involves leading a team of collections agents, monitoring performance metrics, and implementing strategies to maximize debt recovery while maintaining compliance with regulatory standards. You will provide guidance, support, and coaching to collections agents to optimize their performance and achieve collection targets. To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test. Key Responsibilities: • Provide leadership, direction, and support to a team of collections agents, fostering a positive and high-performing work environment., • Conduct regular team meetings, one-on-one coaching sessions, and performance evaluations to monitor progress and provide feedback., • Set clear performance expectations, goals, and targets for collections agents, and monitor performance against key metrics, including collection rates, call quality, and productivity., • Identify performance gaps and develop action plans to address areas for improvement, providing training, support, and resources as needed., • Manage the daily workflow of the collections team, including call distribution, queue management, and scheduling, to ensure efficient operations and optimal resource utilization., • Monitor call volumes, handle time, and adherence to schedule adherence targets, taking proactive measures to address deviations and maintain service levels., • Conduct regular quality assurance reviews of collections calls and interactions to ensure compliance with company policies, regulatory requirements, and industry best practices., • Provide feedback, coaching, and training to collections agents on compliance standards, call handling techniques, and negotiation strategies., • Ensure that collections agents deliver exceptional customer service, handling inquiries, disputes, and complaints in a professional, empathetic, and respectful manner., • Empower collections agents to address customer concerns, resolve disputes, and negotiate payment arrangements to achieve mutually beneficial outcomes., • Generate and analyze reports on collections performance, call metrics, and key performance indicators (KPIs), identifying trends, insights, and opportunities for improvement., • Collaborate with management to develop strategies, initiatives, and action plans based on data-driven insights to optimize collections effectiveness and drive continuous improvement., • Facilitate training sessions, workshops, and skill-building exercises to enhance the capabilities, knowledge, and skills of collections agents., • Associate degree, Certification or Equivalent Combination of Training and Experience, • Proven experience in debt collection, customer service, or call center operations role, with a minimum of 2-3 years in a supervisory or 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., • 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. At MCI, we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members. What you can expect from MCI: • Paid Time Off: Earn PTO and paid holidays to take the time you need., • Incentives & Rewards: Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations and sometimes even cars!, • Health Benefits: Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 60 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location., • Retirement Savings: Secure your future with retirement savings programs, where available., • Disability Insurance: Short-term disability coverage is available to help protect you during unexpected challenges., • Life Insurance: Access life insurance options to safeguard your loved ones., • Supplemental Insurance: Accident and critical illness insurance, • Career Growth: With a focus on internal promotions, employees enjoy significant advancement opportunities., • Paid Training: Learn new skills while earning a paycheck., • Fun, Engaging Work Environment: Enjoy a team-oriented culture that fosters collaboration and engagement. MCI takes pride in tailoring our offerings to fit the needs of our diverse team across subsidiaries and locations. While specific benefits and incentives may vary by geography, the core of our commitment remains the same: rewarding effort, providing growth opportunities, and creating an environment where every employee feels valued. If you're ready to join a company that recognizes your contributions and supports your growth, MCI is the place for you. Apply today! 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. Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources. At MCI and its subsidiaries, we embrace differences and believe diversity benefits our employees, company, customers, and community. All aspects of employment at MCI are based solely on a person's merit and qualifications.