We are seeking a dynamic and goal-oriented Collections Senior Supervisor to lead and oversee the day-to-day operations of our multistage collections process. This role is pivotal in managing a high-performing team of supervisors and approximately 120 agents, ensuring that both operational and strategic goals are achieved. The ideal candidate will focus on driving results through KPI's, fostering team development, and upholding Oportun's core values.

 Key responsibilities

Leadership and Oversight:

Manage and oversee day-to day- operations across multiple stages of collections process, including pre-collections, early-stage, late-stage and recoveries. Lead a team of supervisors to ensure alignment with company goals and optimal team performance.

Performance management:

Track and analyze key performance indications (KPIs) such as delinquency rates, roll back/forward rates, recovery rates, promise-to-pay conversion, tool enrollment rates, and first call resolution rates, ensuring targets are consistently meet and exceeded.     Monitor agent occupancy and utilization rates to ensure optimal productivity and identify efficiency improvements. Ensure call center metrics, such as SLAs, abandoned rates, and outbound campaign penetration rates are meet at the target levels.

Compliance and quality standards:

Take ownership of achieving quality assurance results and ensuring all calls adhere to compliance and operational standards. Implement call calibration sessions to ensure negotiation call flow alignment.  Maintain up-to-date knowledge of legal and compliance requirements related to collection practices (e.g FDCPA, UDAAP, TCPA) and ensure all team activities align with these standards.

Team development:

Conduct regular performance reviews with supervisors and agents and stablish individual and team development plans. Recognize and reward high performing team members to foster motivation and engagement. Build a positive, value´s -driven team culture that encourages collaboration, accountability, and professional growth.

Soft skills

Demonstrates a relentless focus on achieving results and exceeding KPI's. Strong ability to mentor, coach and grow team members to reach their full potential. Adaptability thrives in a fast-paced, dynamic environment with shifting priorities. Excels at analyzing complex situations and implementing effective solutions. Exceptional communication skills to effectively convey expectations, motivate teams, and collaborate across all organizational levels. Ability to think critically and anticipate future needs to optimize processes and achieve objectives

Qualifications

2 plus years of experience in supervisory or management role overseeing multiple teams with a proven track record of positive business impact. 2-5 years of experience in collections or related field is desired. English fluency is a must, at least B2 English proficiency. Computer literate and software savvy. Proficient in Microsoft Office Word, Excel, PowerPoint. Availability to work full time, including weekends and holidays. Must be able to work in a hybrid environment, working remotely and from Leon office location.

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