Senior Operations Supervisor, Collections

Mission Lane is combining the power of data, technology, and exceptional service to pave a clear way forward for millions of people on the path to financial success.

We're looking for a hands-on collections leader to lead and coach a team of Collections agents, reporting to the Senior Manager, Collections.

The impact you'll make:

Somewhere on today's call list is a customer who's fallen behind on payment while juggling a dozen other things life has thrown their way. The Senior Operations Supervisor, Collections makes sure every agent on the team is ready for the moment that person picks up the phone: skilled enough to ask the right questions, patient enough to listen, and confident enough to leave that customer with a real path forward.

As Senior Operations Supervisor, Collections you will:

• Supervise and coach a team of ~7 Collections agents in a remote-work environment, running call reviews, live monitoring, and side-by-side coaching sessions that build negotiation, de-escalation, and problem-solving skills day by day.
• Stay visible on screen and available throughout the workday, ready to second-voice a tough call, step into an escalation, or jump on the phone yourself to show exactly how a tense conversation turns into a resolved account.
• Use call scores, performance data, and direct observation to spot trends, pinpoint the specific skills or behaviors affecting calls, and build tailored coaching plans.
• Set clear performance and behavioral expectations, hold the team to them consistently, and make sure strong work gets recognized as quickly as gaps get addressed.
• Help the team adopt new tools, scripts, and processes by explaining the why behind each change and staying close enough to troubleshoot.
• Partner with the Senior Manager, Collections and peers across Compliance, QA, and Workforce Management on performance trends and team needs, take part in hiring decisions for the team, and keep reporting and administrative work accurate and current.

You'll thrive in this role if:

• You have real professional maturity: you're direct and specific with feedback, steady under pressure, and every conversation leaves the other person feeling respected.
• You'd rather be in the weeds listening to calls and coaching in real time than managing from a dashboard alone.
• You've personally worked as a collections agent before.
• You see your job as building your team's skill and confidence over time, trusting the numbers to follow when you get that right.

Minimum qualifications:

• 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
• 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 in our virtual collaboration platform for the majority of the scheduled workday, outside of scheduled breaks and lunch
• Reliable home internet that meets Mission Lane's minimum requirements for a remote collections role (80 Mbps download / 8 Mbps upload), and a private, quiet workspace free of interruptions

Preferred qualifications:

• 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