Senior Supervisor

Requirement

- Experience leading teams (as a Team Lead, Floor Support, or equivalent role).
- Proven ability to take ownership and act decisively when performance or behavioral interventions are required.
- Strong knowledge of collections processes, systems, and compliance standards.
- Consistent record of meeting performance and attendance expectations.
- Strong communication, organization, and decision-making skills.
- Bilingual proficient in English and Spanish
- Experience managing KPIs, escalations, and disciplinary processes.
- Exposure to client communication or reporting.

Responsibilities

- Manage daily operations, including scheduling, resource allocation, budgeting, and ensuring compliance with company policies and industry regulations
- Handle escalated customer complaints or complex inquiries that agents cannot resolve, ensuring timely and satisfactory solutions
- Conduct training sessions for new hires and ongoing development for existing staff, ensuring agents are knowledgeable about products, services, and company procedures
- Analyze call center data and metrics to identify trends, inefficiencies, and opportunities for operational improvements

Required Skills and Qualifications

- Analytical abilities to interpret performance metrics and implement improvements
- Problem-solving skills for handling escalated customer issues and operational challenges
- Communication skills, both verbal and written, to provide clear guidance and feedback
- Experience with call center technology, software applications, and phone systems