Collections Supervisor
USA Waste and Recycling
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.
Why USA Waste and Recycling
- 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.
Key Responsibilities
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.
Performance & Quality Assurance
- 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.
Operational Oversight
- 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.
Reporting & Metrics
- 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.
Qualifications
- 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
Key Competencies
- Leadership & Coaching
- Performance Management
- Problem Solving
- Attention to Detail
- Accountability
- Communication & Team Engagement
This Position Features:
- Family-Oriented Environment
- Excellent Benefits and Bonus Potential
Physical Demands:
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.
Our Story
USA Waste and its family of companies are proudly family-owned, built on a legacy that began in 1974 when Guy "Sonny" Antonacci and his wife, Mary Ann, founded Somers Sanitation with a single truck in Somers, Connecticut. Today, three generations of the Antonacci family lead a diverse and growing organization grounded in hard work, innovation, and a deep commitment to the communities they serve.
What started as a small local operation has expanded into a dynamic network of businesses across multiple industries. From leading waste hauling and recycling companies-USA Waste and Recycling, All American Waste, F&G Recycling, Murphy Road Recycling, and Future Generations Recycling-to destination experiences like Sonny's Place and GreatHorse, the family's entrepreneurial vision continues to evolve.
Sonny's Place was created to bring families together through fun and entertainment, while GreatHorse and The Starting Gate offer a refined, yet welcoming experience rooted in luxury and hospitality. The family's dedication to excellence also extends to Lindy Farms, a premier Standardbred and Thoroughbred breeding and training facility in Somers, Connecticut, focused on developing elite racehorses.
Across every venture, the Antonacci family remains committed to delivering exceptional experiences while staying true to the values that started it all: family, innovation, and community impact.
Join a team that is dedicated to carrying these principles forward across a dynamic and growing family of businesses.
USA Waste and Recycling, Inc. EEO Statement: The Company 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 the following 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 (including characteristics and testing), veteran status, physical or mental disability status or any other legally-protected status.
