Call Center Collections Supervisor

Job overview

The Call Center Collections Supervisor role is onsite in Tampa, FL. Compensation is not specified. The position supports MCI’s contact center and business services operations. The supervisor leads collections agents, manages daily workflow, and monitors performance, quality, and compliance. Coaching, data analysis, and operational improvements help the team pursue collection goals while maintaining professional and respectful customer engagement.

What you'll do

• Lead and support collections agents
• conduct team meetings, coaching, and performance evaluations
• set goals and monitor collection rates, call quality, and productivity
• identify performance gaps and develop action plans
• manage call distribution, queues, and scheduling
• monitor call volumes and service levels
• review calls for quality and compliance
• coach agents on compliance, call handling, and negotiation
• support customer inquiries, disputes, and payment arrangements
• analyze reports and collaborate on improvement strategies.

What we're looking for

Skills & competencies

call center collections supervisor

collections

call center operations

team leadership

agent coaching

performance metrics

quality assurance

compliance

queue management

customer service

tampa fl

mci careers

Work arrangement

• Weekend coverage required

Why this role

The posting seeks an associate degree, certification, or equivalent combination of training and experience, plus two to three years in a supervisory or leadership role in collections, customer service, or call center operations.

About the employer

MCI Careers is hiring for this role. Industry: Telemarketing Bureaus and Other Contact Centers. Sector: 56.