Collections Supervisor

About the role

Develop, implement, assess and improve day-to-day operations of inbound call centers in order to meet and exceed all aspects of client needs and requirements according to policies and procedures.

• Category: Client Operations
• Application deadline: Ongoing until positions are filled.
• Location: Okeechobee, Florida

TP is a global provider of digital business services. TP partners with the world's most prominent brands to optimize operations through advanced technology and sustainable business practices. With a global workforce of 500,000 across 300 languages, TP is a force for good in its communities and for its clients.

TP prioritizes a culture of inclusion and diversity where every employee feels valued. TP provides a platform for career advancement, fostering an environment where ambition and high performance lead to long-term success. TP welcomes applications from active-duty service members, veterans, and military families.

Responsibilities

• Supervise, coach, and develop a team of collections representatives to ensure productivity, achievement of collection targets, adherence to quality standards, and delivery of exceptional customer service.
• Ensure daily performance metrics are being met or exceeded, including quality, service level and schedule adherence metrics.
• 80% of your day will consist of coaching and educating agents on how to improve their performance.
• Create an environment focusing on fun, enthusiasm and accountability.
• Take initiative and show leadership by creating performance improvement plans.
• Administer coaching and disciplinary action when appropriate.
• Handle both internal and client-led performance discussions.
• Perform other related duties and assignments as required and as assigned by supervisor or other management.
• Ensure all policies and procedures are adhered to, including, but not limited to, Security, HR, Operations, etc., and that any known infractions are communicated to the proper management immediately.
• Must be able to take calls when needed.

Requirements

• College degree preferred or equivalent work experience required.
• Ability to work under pressure, plan, meet deadlines and be accountable for the performance of others.
• Open availability during hours of operation (M-F, 7AM - 11PM & Sat 9AM - 5:30PM).
• Solid organizational, administrative, leadership and time management skills.
• Ability to demonstrate personal ownership of tasks and follow through to obtain desired results.
• Must have a keen sense of attention to detail.
• Skilled in determining why and how tasks should be attempted and their eff