Debt Collections Supervisor

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

POSITION: Call Center Supervisor Ensure optimal workflows are in motion and forecast, prioritize, delegate, and oversee workflow to deliver superior customer service to clients and customers.LOCATION: In-Office | 4120 International Parkway Suite 1100, Carrollton, TX, 75007|WEBSITE: https://www.swcgroup.com/careers.htmlSummary:The Collections Supervisor is responsible for managing and overseeing a team of call center agents. Motivates and supports agents through feedback and communication. Measures KPI's like inbound calls, call waiting, and call abandonment. Assists with taking agents' calls when needed.Essential Duties and Responsibilities:Monitors Collection Agent performance utilizing all available call center tools.Coaches Collection Agent as needed to increase productivity, quality and professionalism to an acceptable level.Performs all required administrative tasks and documentation.Conducts call calibrations with assigned Agents to ensure client standards are met.De-escalates consumer calls as needed to prevent complaints.Provides daily communications and information with team to ensure client performance targets are met.Motivates Collections team by performing various morale building and team building activities.Communicates with Workforce to identify production concerns.Achieve Company production goals and standards for servicing delinquent accounts without sacrificing quality of service.Ensures Collectors follow Client Operating Standards, State and Federal Legal Requirements and Regulation in regard to Collections.Ensures application and enforcement of all Company policies and procedures.Prepares and delivers regular performance feedback and reviews to assigned agents.Recommends changes to strategy to continuously increase and maximize portfolio performance.Mentors Supervisors in Training as assigned.Schedule: Availability from Monday-Saturday from 8am-6pm.Compensation: $45,000-50,000Requirements:Minimum of 3 years of collections experience and at least 1 year of call center Supervisory experience.Working and proficient knowledge of Microsoft Word and Excel.Strong ability to multi-task and work independently under high pressure, deadlines and goals.Must have excellent interpersonal skills and great telephone etiquette.High School Diploma/GED requiredAuthorized to work in the United StatesClient requirements for this campaign require a clean background check and a negative drug test resultSWC Group Benefits:Paid Holidays and CPL (Comprehensive Paid Leave)Medical, Dental and Vision InsuranceLife InsuranceShort-Term and Long-Term Disability PlansHSA (Pre-tax) Savings Account401(k) Plan with matching contributionEmployee Referral BonusPaid Training ProgramPlease feel free to contact us for further questions at [phone] or via email at [e-mail]