Collections Supervisor - Call Center Supervisor | 100% In Office (Las Vegas, NV) at EIG Services, Inc (EMPLOYERS - NYSE: EIG) – Las Vegas, Nevada

Location: 100% In-Office – Henderson, NV

Salary: $54,000–$75,000 + comprehensive benefits

The Supervisor, Customer Experience oversees daily operations of the Payment Services (Collections) team, ensuring high performance, exceptional customer service, and compliance with company procedures and state regulations.

Team Leadership & Operations

• Supervise daily call center/collections activities; provide on-floor support and guidance.
• Monitor attendance, schedule adherence, and performance metrics.
• Track call queues, volume trends, and prepare daily/weekly/monthly performance reporting.
• Maintain procedures, ensure compliance, and support process improvements.
• Oversee past‑due accounts, outbound outreach, and cancellation prevention strategies.

Talent Management

• Recruit, train, coach, and develop team members.
• Conduct audits, manage performance, and drive quality/service standards.
• Lead team meetings and foster a collaborative, inclusive environment.

Continuous Improvement & Planning

• Identify operational efficiencies and technology enhancements.
• Participate in cross‑department initiatives and strategic planning.
• Prioritize workload, projects, and coaching to meet departmental goals.
• Assist with budgeting and expense monitoring.

• Fully in-office; minimal travel.
• Sedentary role with occasional mobility; may require early/late/weekend hours.
• Ability to lift up to 30 lbs.
• Reasonable accommodations available.

EMPLOYERS is a fast-growing workers’ compensation insurance provider known for exceptional service, innovative thinking, and a supportive workplace culture. Our core values—Integrity, Customer Focus, Collaboration, Initiative, Accountability, Innovation, and Personal Fulfillment—guide how we work and support one another.

Join us and build your career with “America’s small business insurance specialist.”

Required

• 3–5 years of supervisory experience (3+ in call center/customer service).
• High School diploma or GED.
• Strong leadership, communication, and analytical skills.
• Proficiency in MS Office; ability to learn evolving technologies.
• Experience in high-volume call centers, workers’ compensation, or financial/collections roles.

Preferred

• Bilingual (English/Spanish).
• Associate degree.
• Training/facilitation experience.
• Familiarity with cloud-based ACD/CRM platforms.