Collections Supervisor (1pm-10pm and Rotating Weekend availability required)

• Supervision of a team of Collections Associates, and Team Lead(s) handling inbound and outbound collection negotiations via telephone.
• Monitors operations to ensure adherence to production standards as well as compliance with department, company, and legal requirements.
• Maintains working knowledge of collection dialer operations and administers and manages dialer campaigns. 
• Responsible for associate staffing levels and adjustments to schedules.
• Handles escalated customer calls, as well as negotiating payment plans with customers experiencing extenuating circumstances.
• Communicates with business partners, vendors, and Associates in other Departments, to ensure issue resolution is handled appropriately, and that company interests are protected when mitigating losses.
• Responsible for preparing and delivering performance appraisals, disciplinary counselings, and participating in the interviewing and hiring processes.
• Prepares a strategic plan to improve overall team results including creating team incentive plans. 
• Reviews quality monitoring, analyzes areas of opportunity, develops, documents and assists associates in the execution of their action plans.   
• Provides coaching and mentoring to Collection Call Center Associates; guide Team Leads in the development of the same skills.  Responsible for employee retention goals for their team and Department. 
• Recommends streamlining opportunities and process improvements and conducts appropriate follow-up to assess effectiveness; takes the initiative to implement changes as needed.
• May be responsible for the initial training of new Collections Associates and Team Leads.

• High school degree or equivalent required.
• Bachelor's degree preferred.
• 1-3 years of collection management experience preferred.
• Must be familiar with a Windows-based software environment (i.e. MS Office).
• Must demonstrate leadership, presentation, analytical, and decision-making abilities.
• Ability to multi-task and meet critical deadlines while maintaining composure in a fast-paced call center environment is required.

• Regular attendance is required, including evenings and weekend shifts.                                                            
• Strong verbal and written communication skills required.
• Ability to work as part of a team and interact effectively with others.
• Critical features of this job are described under the headings above.  They may be subject to change at any time due to reasonable accommodation or other reasons.