Call Center Supervisor (Collections)
Core
Manages and develops a team of collection agents to meet performance targets, maximize productivity, and ensure quality and customer satisfaction.
Role type
Team Lead / Supervisor (Collections)
Builds
Operational performance and agent development within a contact center
Domain
Financial Services / Collections
Required skills
Team coaching, Performance monitoring, Quality assurance, Conflict resolution, KPI management, Policy enforcement
Preferred skills
Bachelor's degree, Internal Agent development certification
Technologies
Call/chat/email/Ticket systems
Responsibilities
Review team and agent performance metrics, Provide real-time support to agents, Handle escalated customer inquiries, Coach agents on weekly calls and tickets, Ensure adherence to company policies, Share operational bottlenecks with management
Seniority
Entry-level Supervisor
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