The Collections Supervisor oversees the daily operations of the collections team, ensuring collection targets, productivity, quality, and compliance standards are met. This role involves coaching team members, monitoring performance, resolving escalated customer concerns, and driving continuous process improvements.

Key Responsibilities:

• Supervise and manage a team of collections agents.
• Monitor daily collection activities and ensure monthly recovery targets are achieved.
• Coach, mentor, and provide regular performance feedback to team members.
• Conduct team meetings, one-on-one coaching sessions, and performance reviews.
• Monitor call quality and ensure compliance with company policies and applicable regulations.
• Handle escalated customer complaints and complex collection cases.
• Analyze team performance metrics and prepare reports for management.
• Identify training needs and coordinate skill development initiatives.
• Ensure accurate documentation and timely updates of customer accounts.
• Collaborate with other departments to resolve account issues and improve collection processes.
• Implement strategies to improve productivity, customer experience, and recovery rates.