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← Mission Lane

Senior Operations Supervisor, Collections

Mission Lane
Location
Remote, United States
Posted
10 days ago
Department
Customer Operations
Salary
$66,000-$86,000
What they actually want (must-haves)
  • 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
  • A track record of using performance data to diagnose gaps and build coaching plans that lead to measurable improvement
  • Strong written and verbal communication skills
Nice to have
  • Experience leading a fully remote or hybrid collections team
  • Experience with workforce management or scheduling tools in a contact center environment
  • Bilingual professional fluency in English and Spanish, including the ability to discuss financial and account details and negotiate payment resolutions with customers
What the job really is

As a Senior Operations Supervisor in Collections, you will lead and coach a team of approximately seven Collections agents in a remote environment. Your role involves conducting call reviews, live monitoring, and providing real-time coaching to enhance negotiation and problem-solving skills. You will also analyze performance data to identify trends and develop tailored coaching plans while collaborating with other departments to address team needs and maintain accurate reporting.

Benefits
  • Annual full-time starting base salary range: $66,000-$86,000
  • Eligible for additional compensation in the forms of participation in incentive and equity programs
  • Comprehensive benefits plan including paid time off, 401(k) match, monthly wellness stipend, health/dental/vision insurance options, disability coverage, paid parental leave, flexible spending account (for childcare and healthcare), life insurance, and a remote-first work environment
Things to weigh
  • Role requires active participation in calls and coaching rather than remote management from a distance
  • The position involves a significant amount of real-time coaching and feedback, which may be challenging for some
  • No specific mention of career advancement opportunities or professional development programs
Job score4/5
Benefits2/5
Freshness5/5
Career value4/5
Role clarity4/5
Pay transparency5/5

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