Job Description

We are looking to fill the role of

Collections Supervisor - Third Party

to lead and grow a team based in the Vancouver area. This is a

remote position

open to candidates located in British Columbia. This position will start with approximately 10 to 15 agents, with one of the key responsibilities being to scale and develop the team. The ideal candidate will be a hands-on leader with strong operational oversight, the ability to drive performance, and a passion for mentoring agents while maintaining a small personal portfolio. This is a great opportunity for someone who thrives in a dynamic environment and wants to make a direct impact on business growth.

Responsibilities

Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, identifying and evaluating state-of-the-art technologies, productivity, quality, and customer-service standards Provides leadership by developing, coaching, and mentoring direct reports and agents Maintains and improves call center operations; identifying and resolving problems; preparing and completing annual reviews and assisting agents in securing their monthly targets Accomplishes call center human resource objectives (in partnership with HR) by recruiting, selecting, orienting, training, coaching, counseling, and disciplining employees Monitors monthly flex scheduling; communicates job expectations; plans, monitors, and reviews job contributions; enforces policies and procedures Manages a small personal quota from an individual "desk" to support team targets and maintain direct client engagement Oversees and actions incoming contact messages from the business--including forwarding messages to appropriate teams, responding directly where required, and managing accounts from our internal House desks Develops short/long-term goals and succession plans for direct reports and agents
Prepares call center performance reports by collecting, analyzing, and summarizing data and trends
Provides consistent, visible, timely, and effective communication and follow-ups on team goals and objectives Delivers monthly call audits to agents and provides coaching where required Participates in all daily, weekly, and periodic work/management meetings with peers and senior operations leadership

Experience/Qualifications

6+ years with Third Party Collection Experience including 3+ years supervising or managing agents Strong understanding of Third Party Collection environments Demonstrated strengths in teambuilding and leadership Solid experience in coaching, mentoring, training, and staff development Sound understanding of key financial, and operational drivers affecting business Experienced in succession planning with direct reports (supervisors) Strong written, verbal, and interpersonal communications skills including ability to listen attentively and to communicate information clearly and effectively Able to meet deadlines and must be detailed orientated Demonstrated interpersonal, collaborative, and relationship-building skills; ability to interact positively with teammates at various levels across the company and customers Demonstrated ability to work well with cross-functional groups Demonstrated ability to communicate difficult or sensitive information tactfully Ability to manage multiple priorities in a fast-paced, evolving work environment; self-starter with high degree of initiative, urgency, and follow through

Key Skills Required

Strong written and verbal communication Proficiency in Microsoft Word and Excel

What's the package include?

Competitive base salary with the opportunity to earn commission Health and Dental Benefits RRSP matching Exclusive offers on home and auto insurance Perkopolis discount program Tuition reimbursement program Paid volunteer and community involvement days

Work Location:

This is a

remote role

available to candidates residing in

British Columbia

. Candidates must be legally eligible to work in Canada and be able to work standard business hours in the Pacific Time Zone.

Join a winning team today!

We are an equal opportunity employer.



Accommodations are available upon request at any point in the selection process. #1