Debt Recovery Supervisor

Mass Markets; Tampa (FL); On-site; USD 45,000 - 65,000; Full time

Job summary

Mass Markets in Tampa, FL seeks a motivated Debt Recovery Supervisor to lead collections agents in a dynamic call center. You'll drive team performance, monitor key metrics, and implement strategies that enhance recovery rates.

The ideal candidate will have a strong background in debt collection, excellent leadership skills, and the ability to foster professional and compliant customer interactions. This role demands a focus on both performance excellence and regular team coaching.

Qualifications

• Minimum 2-3 years of supervisory or leadership experience in debt collection or call center operations.
• Sound knowledge of debt collection laws and compliance requirements.
• Strong analytical and problem-solving skills.

Responsibilities

• Lead and coach a team of collections agents to achieve recovery targets.
• Monitor team performance, analyze metrics, and implement strategies for improvement.
• Conduct quality assurance reviews and ensure compliance with regulations.

Skills

Leadership

Communication

Analytical Skills

Customer Service

Education

Associate degree or equivalent

Tools

CRM systems

Job description

Position Overview
MCI is a tech-enabled business services company with a global call center footprint, offering Customer Experience, Business Process Outsourcing, and cloud technology solutions across multiple industries. We are seeking a motivated and results‑oriented Debt Recovery Supervisor to oversee the daily operations of our collections team in a fast‑paced call center environment.

As a Debt Recovery Supervisor, you will lead, coach, and support a team of collections agents to achieve recovery targets while delivering professional and compliant customer interactions. You will monitor team performance, analyze key metrics, and implement strategies to improve productivity and collection rates.

Key Responsibilities

• Provide leadership and direction to a team of collections agents.
• Conduct regular team meetings, coaching sessions, and performance evaluations.
• Set clear performance expectations, goals, and targets, and monitor progress against collection rates, call quality, and productivity.
• Identify performance gaps and develop action plans, providing training and resources as needed.
• Manage daily workflow, including call distribution, queue management, and scheduling.
• Monitor call volumes, handle time, and schedule adherence targets, taking proactive measures to maintain service levels.
• Conduct quality assurance reviews of calls and interactions to ensure compliance with policies and regulations.
• Provide feedback, coaching, and training on compliance standards, call handling, and negotiation strategies.
• Ensure agents deliver exceptional customer service, handling inquiries, disputes, and complaints professionally.
• Empower agents to resolve disputes and negotiate payment arrangements.
• Generate and analyze reports on performance metrics and KPIs, identifying trends and improvement opportunities.
• Collaborate with management to develop data‑driven strategies and initiatives for continuous improvement.
• Facilitate training sessions and skill‑building exercises for the team.
• Keep abreast of industry trends, best practices, and regulatory changes, sharing relevant information with the team.

Candidate Qualifications

• Associate degree, certification, or equivalent combination of training and experience.
• Minimum 2‑3 years of supervisory or leadership experience in debt collection, customer service, or call center operations.
• Strong leadership, coaching, and mentoring skills, with the ability to motivate teams.
• Excellent communication and interpersonal skills.
• Sound knowledge of debt collection laws, regulations, and compliance requirements.
• Proficiency in call center technology, CRM systems, and productivity tools.
• Strong analytical and problem‑solving skills, data‑driven decision making.
• Ability to work collaboratively in a fast‑paced environment, prioritizing competing demands.

Physical Requirements

The job operates in a professional office environment. The employee will be largely sedentary with requirements to sit/stand and use a computer, telephone, copier, and printer. Occasional light physical activity and up to 40 pounds of moving is expected.

Conditions of Employment

• Must be authorized to work in the country where the job is based.
• Must consent to a Level II background/security investigation with a fingerprint. Offers contingent on results.
• Must consent to drug screening. Offers contingent on results.

Reasonable Accommodation

Consistent with the ADA, MCI provides reasonable accommodations upon request, unless such accommodations cause undue hardship.

Equal Opportunity Employer

MCI is an equal opportunity employer that embraces diversity and prohibits discrimination. MCI does not discriminate on the basis of age, race, gender, disability, or any other protected characteristic. Qualified applicants with criminal histories will be considered in accordance with local and federal requirements.

About MCI

MCI is a leader in customer experience and digital transformation, delivering business process outsourcing and contact center solutions worldwide. The company operates multiple facilities across North America and other regions, employing thousands of professionals.

By applying, you agree to submit a full application through the company careers page.