Position Overview

• We are seeking a dynamic and experienced Collection Campaign Supervisor tlead and manage our collection campaign in the call center. The Collection Campaign Supervisor will be responsible for overseeing a team of Collection Specialists, ensuring the successful execution of collection strategies, and achieving campaign goals. The ideal candidate should possess strong leadership skills, a deep understanding of collections processes, and the ability tmotivate and develop team members. The Collection Campaign Supervisor will play a pivotal role in driving performance, optimizing collection efforts, and contributing tthe overall success of our organization.

Requirements

Role and Responsibilities

• Lead, mentor, and coach a team of Collection Specialists, providing guidance, support, and performance feedback toptimize individual and team performance.
• Develop and implement collection strategies, campaigns, and initiatives tmaximize collections and recovery efforts while maintaining compliance with regulatory requirements and company policies.
• Set clear performance goals, targets, and key performance indicators (KPIs) for the team and monitor and evaluate individual and team performance against these goals.
• Conduct regular performance evaluations, one-on-one meetings, and team meetings tprovide feedback, address performance gaps, and identify opportunities for improvement.
• Monitor collection activities and progress, analyzing performance metrics, trends, and results tidentify areas of improvement and implement corrective actions as needed.
• Collaborate with other departments, such as operations, training, and quality assurance, tensure alignment and consistency in collection strategies, processes, and customer experience.
• Stay updated on industry trends, best practices, and regulatory changes related tcollections, and provide guidance and training tthe team tensure compliance and continuous improvement.
• Handle escalated customer issues, complaints, and complex accounts, resolving them in a timely and satisfactory manner while maintaining customer relationships.
• Generate reports and provide regular updates tmanagement on campaign performance, including collection rates, recovery rates, productivity, and team achievements.
• Foster a positive and collaborative team environment, promoting teamwork, open communication, and a culture of continuous learning and development.

Benefits

Qualifications & Requirements

• Proven experience in collections or debt recovery, with at least 2-3 years in a supervisory or team lead role within a contact center environment.
• In-depth knowledge of collections strategies, methodologies, and best practices.
• Strong leadership and people management skills, with the ability tmotivate, coach, and develop a team towards achieving performance goals.
• Excellent communication and interpersonal skills, with the ability teffectively interact with team members, stakeholders, and customers at all levels.
• Analytical mindset with the ability tinterpret data, metrics, and trends tdrive informed decisions and implement performance improvements.
• Proficiency in using collection software, customer relationship management (CRM) systems, and reporting tools. 
• Strong problem-solving and decision-making abilities, with a focus on finding practical solutions and implementing effective strategies.
• Demonstrated ability twork under pressure, meet deadlines, and adapt tchanging priorities in a fast-paced, dynamic environment.
• Knowledge of relevant legal and regulatory requirements, such as Fair Debt Collection Practices Act (FDCPA) and industry compliance guidelines.
• Flexibility twork in various shifts, including evenings, weekends, and holidays, as required by the contact center’s operational hours.