Collections Floor Supervisor - Lead Call Center Performance

Swc Group; Carrollton (TX); On-site; USD 45,000 - 50,000; Full time

Benefits offered by this job

Paid Holidays

Comprehensive Paid Leave

Medical, Dental and Vision Insurance

Life Insurance

Disability Plans

HSA

401(k) Plan with matching

Employee Referral Bonus

Paid Training Program

Job summary

SWC Group in Carrollton, TX seeks a Call Center Supervisor to oversee a team of collections agents in-office at 4120 International Parkway, Suite 1100, Carrollton, TX 75007. The role focuses on coaching, performance monitoring, and ensuring client standards while managing workflow and deadlines.

Availability is Monday–Saturday, 8am–6pm with a salary range of $45,000–$50,000. Requires 3+ years collections and 1+ year supervisory experience, plus MS Word/Excel proficiency.

Qualifications

• Minimum of 3 years of collections experience and at least 1 year of call center supervisory experience.
• Excellent interpersonal skills and great telephone etiquette.
• Proficient in Microsoft Word and Excel.

Responsibilities

• Monitors Collection Agent performance using call center tools.
• Coaches Collection Agent to increase productivity, quality and professionalism.
• Performs administrative tasks and documentation.
• Conducts call calibrations to ensure client standards are met.
• De-escalates consumer calls to prevent complaints.
• Provides daily communications to ensure targets are met.
• Motivates team through morale and team-building activities.
• Works with Workforce to identify production concerns.
• Achieves production goals and standards for servicing delinquent accounts.
• Ensures compliance with Client Operating Standards and regulations.

Skills

Interpersonal skills

Telephone etiquette

Multi-tasking

Independent work

Supervisory experience

Education

High School Diploma

Tools

Microsoft Word

Microsoft Excel

Job description

SWC Group in Carrollton, TX seeks a Call Center Supervisor to oversee a team of collections agents in-office at 4120 International Parkway, Suite 1100, Carrollton, TX 75007. The role focuses on coaching, performance monitoring, and ensuring client standards while managing workflow and deadlines.

Availability is Monday–Saturday, 8am–6pm with a salary range of $45,000–$50,000. Requires 3+ years collections and 1+ year supervisory experience, plus MS Word/Excel proficiency.