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About the Role

This leadership position is responsible for supporting Collectors and Point Callers (PCs), maintaining productivity, ensuring compliance with company policies and client requirements, and fostering a positive, professional work environment. The ideal candidate is a confident leader who can effectively coach employees, resolve complex situations, and make sound decisions while balancing the needs of consumers, clients, and the company.

Responsibilities

Oversee the daily operations and workflow of the collections floor.
Supervise, coach, and support Collectors and Point Callers (PCs).
Monitor employee productivity, attendance, and adherence to company expectations.
Conduct floor walks to ensure employees have the support and resources needed to perform effectively.
Handle second talk-offs and assist with escalated consumer calls when necessary.
Work with consumers and clients to develop fair, practical resolutions while protecting client and company interests.
Provide guidance on account handling, negotiations, and company procedures.
Monitor call quality and provide ongoing coaching and constructive feedback.
Assist with onboarding and training new employees, as well as continued development of current staff.
Help coordinate daily schedules, break coverage, and floor staffing to maintain operational efficiency.
Assist with interviews and candidate evaluations during the hiring process.
Identify workflow improvements and recommend solutions to increase productivity and efficiency.
Collaborate with Administration to implement new procedures, policies, and operational initiatives.
Complete management projects and additional responsibilities assigned by Administration.
Ensure compliance with company policies, client requirements, and all applicable federal and state collection laws.
Address employee concerns professionally and help resolve workplace issues as they arise.
Maintain confidentiality of company, client, consumer, and employee information.
Lead by example through professionalism, accountability, integrity, and a positive attitude.

Requirements

Previous management or supervisory experience required.
Collections management experience preferred.
Strong leadership, coaching, and team-building skills.
Excellent communication, interpersonal, and conflict-resolution abilities.
Strong problem-solving and decision-making skills.
Ability to remain organized and prioritize responsibilities in a fast-paced environment.
Working knowledge of collection practices, consumer communication, and regulatory compliance.
Proficient with computer systems and able to quickly learn company software.
Reliable, dependable, and able to adapt to changing business needs.
A hands-on leader who thrives in a fast-paced environment, communicates effectively, and isn't afraid to jump in wherever needed.
Approachable, accountable, solution-oriented, and committed to helping both employees and the company succeed while maintaining high standards of professionalism and compliance.

Skills

Leadership
Coaching
Team-building
Communication
Interpersonal skills
Conflict resolution
Problem-solving
Decision-making
Organization
Prioritization
Collection practices
Consumer communication
Regulatory compliance
Computer proficiency
Adaptability