Senior Operations Supervisor, Collections
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Job Description
Senior Collections Operations Supervisor coaching remote agents for Mission Lane, a fintech credit-card company. Driving payment resolutions through call monitoring, performance analytics, and tailored coaching.
Responsibilities:
- Supervise and coach approximately 7 Collections agents in a remote-work environment
- Run call reviews, live monitoring, and side-by-side coaching sessions
- Provide second-voice support, handle escalations, and demonstrate effective collections calls
- Use call scores, performance data, and direct observation to identify trends and coaching needs
- Build tailored coaching plans and drive measurable improvement
- Set and enforce performance and behavioral expectations
- Recognize strong performance and address performance gaps
- Help the team adopt new tools, scripts, and processes
- Troubleshoot implementation issues and explain the rationale behind changes
- Partner with the Senior Manager, Collections, Compliance, QA, and Workforce Management
- Participate in hiring decisions
- Maintain accurate and current reporting and administrative work
Requirements:
- 5+ years of experience in collections or recoveries within credit, lending, or banking
- Demonstrated ability to personally handle a collections call and negotiate a payment resolution end to end
- 3+ years managing a team of collections or customer operations associates in a metrics-driven, performance-managed environment
- Demonstrated experience coaching through live call monitoring, side-by-side coaching, and second-voicing
- Track record of using performance data to diagnose gaps and build coaching plans that lead to measurable improvement
- Strong written and verbal communication skills
- Experience holding a team accountable with consistency and fairness
- Ability to travel ~6+ times per year for high quality in-person collaboration
- Ability to work a remote schedule with an active, camera-on presence for most of the scheduled workday
- Reliable home internet meeting minimum requirements of 80 Mbps download / 8 Mbps upload
- Private, quiet workspace free of interruptions
- Mission Lane is not sponsoring new applicant employment authorization
- Preferred: experience leading a fully remote or hybrid collections team
- Preferred: experience with workforce management or scheduling tools in a contact center environment
- Preferred: bilingual professional fluency in English and Spanish
Benefits:
- Incentive program participation
- Equity program participation
- Paid time off
- 401(k) match
- Monthly wellness stipend
- Health, dental, and vision insurance options
- Disability coverage
- Paid parental leave
- Flexible spending account for childcare and healthcare
- Life insurance
- Remote-first work environment
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