Outbound Collections Supervisor (Hybrid)

About the role:

Responsibilities:

• Manage metrics, performance criteria, policies and procedures to continuously improve representative's productivity
• Review quality assurance reports, customer survey responses and error reports and provide coaching to representatives to ensure they are creating the expected customer experience
• Conduct one-on-one meetings, weekly meetings, coaching sessions, and performance reviews in a timely manner
• Identify trends and recommend appropriate solutions to improve performance and drive engagement
• Assist with new hire interviews, hiring decisions and manage the onboarding process for all new hires within your function

Requirements:

• 3 years of leadership experience in related capacity
• Experience within the financial industry and/or loan operations
• Excellent written and verbal communication skills
• Ability to coach, train, and motivate employees and evaluate their performance
• Capable of remaining calm under pressure and navigating tense situations, especially during busy hours