Collections Supervisor

Cawley & Bergmann, Llc; Jacksonville (FL); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Competitive salary

Bonus opportunities

Professional development

Stable full-time role

Job summary

Cawley & Bergmann, INC in Jacksonville, FL is seeking a Recovery Operations Manager to oversee daily collections operations, monitor performance metrics, and coach a team of collection professionals. This on-site, full-time role focuses on driving results while maintaining compliance and a positive work culture.

The ideal candidate will have 4+ years in consumer collections, 1–2 years in supervisory roles, and strong leadership, communication, and analytics skills.

Qualifications

• Minimum 4 years of consumer collections experience.
• Minimum 1–2 years of collections supervisory or management experience.
• Strong understanding of FDCPA compliance and collections operations.
• Experience leading production-driven teams in a call center environment.
• Strong leadership, communication, and coaching abilities.
• Ability to motivate employees and improve team performance.
• Comfortable analyzing reports, KPIs, and production metrics.

Responsibilities

• Monitor daily collection performance, call quality, and compliance standards, supervise, motivate, and coach a team of Collections Representatives.
• Conduct side-by-side coaching, call reviews, and performance evaluations.
• Develop and implement strategies to improve production and recovery results.
• Review account performance, aging reports, KPIs, and team metrics.
• Handle escalated consumer concerns professionally and effectively.
• Ensure compliance with FDCPA guidelines and company policies.
• Support onboarding, training, and ongoing employee development.
• Work closely with leadership to improve operational efficiency and team performance.
• Maintain a positive, high-energy, and performance-driven team culture.

Skills

Leadership

Coaching

FDCPA compliance

Call center

Analytics

Education

High School Diploma

Tools

Microsoft Office

Collections software

Job description

Collections Team Supervisor

Cawley & Bergmann, INC

Jacksonville, FL | Full-Time | On-Site

Competitive Salary + Bonus Opportunities

Cawley & Bergmann, INC is seeking an experienced and motivated Recovery Operations Manager to join our growing Jacksonville team.

This opportunity is ideal for a strong collections leader who thrives in a fast-paced, production-driven call center environment and is passionate about coaching employees, improving performance, and building successful teams.

The Recovery Operations Manager will oversee daily collections operations, monitor production metrics, support employee development, and help drive overall team success while maintaining compliance standards and a positive work culture.

Responsibilities

• Must have a strong talk off
• Monitor daily collection performance, call quality, and compliance standards, Supervise, motivate, and coach a team of Collections Representatives
• Conduct side-by-side coaching, call reviews, and performance evaluations
• Develop and implement strategies to improve production and recovery results
• Review account performance, aging reports, KPIs, and team metrics
• Handle escalated consumer concerns professionally and effectively
• Ensure compliance with FDCPA guidelines and company policies
• Support onboarding, training, and ongoing employee development
• Work closely with leadership to improve operational efficiency and team performance
• Maintain a positive, high-energy, and performance-driven team culture

Qualifications

• Minimum 4 years of consumer collections experience required
• Minimum 1-2 years of collections supervisory or management experience required
• Strong understanding of FDCPA compliance and collections operations
• Experience leading production-driven teams in a call center environment
• Strong leadership, communication, and coaching abilities
• Ability to motivate employees and improve team performance
• Comfortable analyzing reports, KPIs, and production metrics
• Proficient with Microsoft Office and collections software systems
• High school diploma required; college degree preferred

Why Join Cawley & Bergmann?

• Competitive salary plus bonus opportunities
• Growing company with advancement potential
• Professional and supportive work environment
• Opportunity to lead and develop a successful collections team
• High-energy and team-oriented culture
• Stable full-time opportunity in Jacksonville, FL
• Ongoing leadership support and development opportunities