Collections Supervisor - Lead High-Performance Call Center

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

Benefits offered by this job

Paid Holidays and CPL (Comprehensive)

Medical, Dental and Vision Insurance

Life Insurance

Short-Term and Long-Term Disability

HSA Savings Account

401(k) Plan with matching

Employee Referral Bonus

Paid Training Program

Job summary

SWC Group in Carrollton, TX seeks a Call Center Supervisor to lead a team of collections agents and deliver superior customer service. The role focuses on KPI monitoring, performance coaching, and ensuring adherence to client standards and regulations.

You will motivate the team, coordinate with Workforce, and implement process improvements to meet production goals while maintaining quality of service.

Qualifications

• Minimum of 3 years of collections experience.
• At least 1 year of call center supervisory experience.
• Excellent interpersonal skills and telephone etiquette.
• Strong ability to multi-task and work under high pressure, deadlines and goals.

Responsibilities

• Monitors Collection Agent performance utilizing all available call center tools.
• Coaches Collection Agents to increase productivity, quality and professionalism.
• Performs administrative tasks and documentation.
• Conducts call calibrations with assigned Agents to ensure client standards are met.
• De-escalates consumer calls to prevent complaints.
• Provides daily communications to ensure client performance targets are met.
• Motivates Collections team with morale and team-building activities.
• Communicates with Workforce to identify production concerns.
• Achieves company production goals without sacrificing quality of service.
• Ensures adherence to Client Operating Standards, State and Federal legal requirements.
• Ensures enforcement of all company policies and procedures.
• Prepares and delivers regular performance feedback and reviews to agents.
• Recommends changes to strategy to maximize portfolio performance.
• Mentors Supervisors in Training as assigned.

Skills

Interpersonal skills

Telephone etiquette

Multi-tasking

Education

High School Diploma/GED

Tools

Microsoft Word

Microsoft Excel

Job description

SWC Group in Carrollton, TX seeks a Call Center Supervisor to lead a team of collections agents and deliver superior customer service. The role focuses on KPI monitoring, performance coaching, and ensuring adherence to client standards and regulations.

You will motivate the team, coordinate with Workforce, and implement process improvements to meet production goals while maintaining quality of service.