We are seeking an experienced and results-driven professional to lead a team within a fast-paced collections environment. The successful candidate will be responsible for supervising daily operations, driving performance, ensuring compliance standards are met, and supporting team development to achieve recovery and client objectives.
Responsibilities
- Supervise daily activities and overall performance of third-party collections agents.
- Coach, mentor, and develop team members through regular feedback and performance discussions.
- Provide live call feedback and talk off on calls.
- Support escalated customer concerns and assist with collection activities during peak periods.
- Hold daily team meetings.
- Complete call / account audit requirements when required.
- Address performance issues through coaching and progressive discipline when necessary.
Qualifications
- Previous supervisory experience in contact center, or financial services environments.
- Third Party Collections experience.
- Strong leadership, coaching, and communication skills.
- Ability to manage performance metrics and operational priorities in a fast-paced setting.
- Proficiency with reporting tools and workforce management processes.
- Strong problem-solving and conflict-resolution abilities.
Rate; $57,600 annually
Hours of operation; Schedule between 8h00am and 9h00pm. Schedule will be a combination of evening schedules that end at 9h00pm and morning schedules that end at 5h00pm.
Job Type: Permanent
Pay: $57,600.00 per year
Application question(s):
- Do you have 3rd party collections experience? How many years?
Experience:
- Leadership: 2 years (preferred)
Language:
Work Location: Hybrid remote in Toronto, ON (York District)
