Senior Operations Supervisor, Collections

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee and mentor around 7 Collections agents in a remote working setting.

• Conduct call evaluations, live monitoring, and side-by-side coaching sessions.

• Offer second-voice assistance, manage escalations, and showcase effective collections calls.

• Utilize call ratings, performance metrics, and firsthand observation to identify trends and coaching requirements.

• Develop customized coaching strategies and drive measurable enhancements.

• Establish and uphold performance and behavioral standards.

• Acknowledge exemplary performance and address any performance deficiencies.

• Assist the team in adopting new tools, scripts, and procedures.

• Resolve implementation challenges and clarify the reasoning behind changes.

• Collaborate with the Senior Manager, Collections, Compliance, QA, and Workforce Management.

• Engage in recruitment decisions.

• Ensure accurate and up-to-date reporting and administrative tasks.

⛳️ Requirements

• A minimum of 5 years of experience in collections or recoveries within credit, lending, or banking sectors.

• Proven ability to personally manage a collections call and negotiate payment resolutions from start to finish.

• At least 3 years of experience leading a team of collections or customer operations staff in a metrics-focused, performance-driven environment.

• Demonstrated experience in coaching through live call monitoring, side-by-side coaching, and second-voicing.

• History of leveraging performance data to identify gaps and formulate coaching plans that yield measurable results.

• Excellent written and verbal communication abilities.

• Experience in holding a team accountable with consistency and fairness.

• Willingness to travel approximately 6 or more times per year for high-quality in-person collaboration.

• Capability to maintain a remote work schedule with an active, camera-on presence for the majority of the workday.

• Dependable home internet connection meeting minimum requirements of 80 Mbps download / 8 Mbps upload.

• A private, quiet workspace free from interruptions.

• Mission Lane does not provide employment authorization sponsorship for new applicants.

• Preferred: experience leading a fully remote or hybrid collections team.

• Preferred: familiarity with workforce management or scheduling tools in a contact center setting.

• Preferred: bilingual fluency in English and Spanish.

🏝️ Benefits

• Participation in an incentive program.

• Eligibility for an equity program.

• Paid time off.

• 401(k) matching.

• Monthly wellness stipend.

• Options for health, dental, and vision insurance.

• Disability coverage.

• Paid parental leave.

• Flexible spending account for childcare and healthcare expenses.

• Life insurance.

• Remote-first work culture.