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Collections Supervisor - Jobs in Halifax region

Job LocationHalifax region
EducationNot Mentioned
SalaryNot Mentioned
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent

Job Description

Job DescriptionGENERAL FUNCTION The Collections Team Supervisor is responsible for leading, motivating and developing agents in a collection’s environment. This involves focused coaching, call monitoring, and constructive feedback for continuous improvement. As a member of our team, you will be responsible for supporting, promoting and communicating business changes, ensuring compliance with company standards and laws. Ideal candidates will excel in analyzing and evaluating team staffing needs for maximum coverage during prime contact times, maintaining effective workloads for all agents. Must be able to create a team atmosphere and encourage a fun and friendly work environment. The MFSG collections center operates 7 days a week. Collectors will work a rotating 5 shifts per week. Weekend availability is a requirement for the role.RESPONSIBILITIES

  • Leading, motivating, and developing agents in a customer service environment.
  • Providing and documenting interactive coaching, monitoring calls, and providing constructive feedback to agents.
  • Handling escalated customer calls with a proactive and solution-oriented approach.
  • Collaborating with the Collections manager and fellow Supervisors to strategically optimize team scheduling, ensuring seamless telephone coverage, and approving requests for time off and schedule change
  • Conducting frequent telephone monitoring and dialer coaching sessions.
  • Ensuring adherence to all legislative requirements
  • Documenting all collections activity in a concise and accurate format.
  • Reviewing delinquent accounts, taking timely, strategic actions to minimize collection risk and maximize overall collections
  • Evaluating high risk accounts to implement recommendations for resolution.

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