Collections Supervisor

Collections Supervisor

USA Waste and Recycling, Inc

Position Summary:

The Collections Supervisor is responsible for the daily leadership, coaching, and performance management of a team of approximately 12 Collections representatives. This role ensures operational excellence through consistent oversight of attendance, payroll, call quality, performance metrics, staff development, and ongoing training while supporting complex collection activity and maintaining accurate reporting data. The Collections Supervisor serves as a hands-on leader and subject matter resource to drive results, compliance, and continuous improvement.

This is an in-person position at our headquarters in Enfield, CT.

• Team Leadership & Staff Management
  • Conduct daily floor meetings/huddles to review priorities, performance updates, and expectations.
  • Hold weekly 1:1 coaching and review sessions with each collection staff member, including but not limited to account reviews, performance metrics analysis, and goal progress discussions.
  • Set, monitor, and review individual and team performance goals and metrics.
  • Track performance improvement initiatives and provide targeted coaching to support success.
  • Assist collectors with questions, escalations, and procedural guidance throughout the workday.
  • Liaise and build strong working relationships with Sales, Customer Service, and Billing to facilitate resolutions to collections issues.
  • Participate in hiring, onboarding, and termination processes as needed.

• Perform call monitoring to ensure compliance, quality, and effectiveness.
• Provide timely, constructive feedback based on call reviews and observed performance.
• Identify coaching opportunities to improve call handling, negotiation strategies, and compliance adherence.
• Assist collectors with difficult or complex collection accounts, including escalations and high-balance cases.

• Manage staff attendance and ensure adherence to scheduling and attendance policies.
• Review, approve, and submit payroll accurately and on time.
• Ensure all required data and reporting input from staff are complete, accurate, and submitted within established deadlines.
• Monitor daily workflow to ensure adequate coverage, productivity, and performance consistency.
• Maintains reasonable, regular, punctual attendance consistent with Company policies, the Americans with Disabilities Act (ADA), the Family Medical Leave Act (FMLA), and other federal, state, and local standards.
• Adapts to changing duties, as required, based on business needs.

• Ensure collection activity, account notes, and required reporting data are consistently documented.
• Review team performance reports to identify trends, risks, and improvement opportunities.
• Communicate performance results to management and recommend corrective or development actions.

Required

• Prior experience in collections, credit, or accounts receivable
• Previous supervisory or team‑lead experience
• Strong working knowledge of collection metrics, call monitoring, and compliance standards
• Excellent communication, coaching, and interpersonal skills
• Strong organizational skills with the ability to manage multiple priorities
• Proficiency with collection systems, reporting tools, and Microsoft Office products

Preferred

• Experience supervising teams of 5+ staff
• Knowledge of applicable state and federal collection regulations

• Leadership & Coaching
• Performance Management
• Problem Solving
• Attention to Detail
• Accountability
• Communication & Team Engagement

• 401 (K), Roth, and Profit Sharing/Match Plans.
• Competitive Salaries.
• Comprehensive medical, dental, and vision insurance.
• FSA Eligibility.
• Telehealth and Mental Health support.
• Life insurance options include a 100% employer funded option.
• Employee Assistance Program.
• Training and development opportunities with a growing, family-owned company.

Listed below are key points regarding the job's environmental demands and work environment. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.

• Required to use motor coordination with finger dexterity (such as keyboarding, machine operation, etc.) for most of the workday.
• Required to exert physical effort in handling objects more or less than 30 pounds rarely.
• This position requires on-site presence at our Enfield, CT, location; remote work arrangements are unavailable for this role.

USA Waste and Recycling, Inc. is committed to and supports equal employment opportunity and affirmative action to all employees and applicants. Equal employment opportunity means equal treatment of employees and applicants without regard to legally-protected characteristics: race, color, religion, creed, sex (gender identity), pregnancy (including childbirth and related medical conditions), sexual orientation, marital status, national origin, ancestry, age, medical condition, genetic information, veteran status,…