As a Skill Development Supervisor at Bounce, you will be responsible for overseeing the day-to-day operations for the newest additions to our team of Resolution Experts (RE's) on our Debt Collection team. New team members will be supervised and coached by you immediately after completing initial onboarding and training. This role bridges the gap between initial classroom training and the regular call center collection floor, helping new Resolution Experts build confidence and proficiency in a supported environment. You will be responsible to assist them in applying and refining their basic skills, ensuring a smooth transition to their permanent team after their initial 30-60 days. You will certify that new hires have sufficiently demonstrated the skill level required to recover outstanding debts while maintaining a high level of professionalism and compliance. Your leadership skills, industry knowledge and ability to motivate and guide a team will be essential in driving our agency’s success and maintaining client satisfaction.

Bounce is a fintech startup revolutionizing debt recovery for consumers and creditors with our best-in-class product. By leveraging the power of AI and automation, we create user-friendly experiences that drive positive outcomes for all parties involved. With a team based in Tel Aviv, and New York, we have been growing rapidly, supporting hundreds of thousands of consumers on their journey to financial resilience and building partnerships with top creditors and fintech companies.

• Lead and supervise a team of new RE's, providing training, guidance, and performance feedback to maximize individual productivity.
• Monitor the team’s collections activities, inbound and outbound calls, negotiation strategies, and repayment plans.
• Ensure adherence to company policies, industry regulations, and compliance standards.
• Develop and implement effective collection strategies and techniques to optimize recovery rates and to meet or exceed established targets.
• Analyze performance metrics and key performance indicators (KPIs), identify improvement areas and implement action plans to drive performance.
• Conduct regular performance evaluations and coaching sessions with team members, providing constructive feedback and supporting their professional development.
• Foster a positive work environment, promote teamwork, provide open communication, and teach new agents to a strong customer service approach.
• Collaborate with other departments to streamline processes, resolve customer escalations, and enhance overall collections operations.
• Stay up-to-date with industry trends, best practices, and regulatory changes related to debt collection laws.
• Must be able to work 2-3 mid shifts per week.

High school diploma or equivalent. A bachelor’s degree in business administration or a related field is preferred.

• Proven experience in a supervisory role within the debt collection industry, demonstrating a track record of successful team management and collections performance.
• In-depth knowledge of debt collection laws, regulations, and industry practices, with a commitment to ethical and compliant collections practices.
• Strong leadership and coaching skills, with the ability to motivate and develop a team to achieve targets and exceed expectations.
• Excellent communication and interpersonal skills to effectively interact with team members, clients, and external stakeholders.
• Analytical mindset with the ability to analyze data, identify trends, and implement strategies to improve collection results.
• Proficiency in using collection management systems and other relevant software tools.
• Strong problem-solving abilities and the capacity to handle difficult and sensitive customer situations.
• Ability to work in a fast-paced environment, manage multiple priorities, and adapt to changing circumstances.
• Professionalism, integrity, and a commitment to maintaining confidentiality and protecting customer information.

We offer a competitive salary, comprehensive benefits and opportunities for professional growth and advancement. If you possess the required skills and experience, we invite you to apply by submitting your resume and outlining your qualifications and achievements.