Call Center Collections Manager

Job Description

Job Description

Salary : 60,000 - 85,000

Call Center Collections Manager

Credit Systems International, Inc. is seeking a full-time, goal-oriented, highly energetic, and innovative CALL CENTER COLLECTIONS MANAGER to join our growing team in Fort Worth, TX.

• CALL CENTER COLLECTIONS MANAGER - IN OFFICE ONSITE NO REMOTE

This full-time, local, onsite position requires employees to report to work at our physical contact center.

GROWING, PROFESSIONAL , andFRIENDLY, team!

GENEROUS BENEFITS PACKAGE!GENEROUS COMPENSATION PACKAGE!

Do you want to be part of a WINNING team, a SUCCESSFUL team, a VALUED team, or a GROWING team?

Submit your resume today for our CALL CENTER COLLECTIONS MANAGER for immediate review!

CALL CENTER COLLECTIONS MANAGER JOB SUMMARY :

The CALL CENTER COLLECTIONS MANAGER is responsible for directing the Call Center's day-to-day operations. The CALL CENTER COLLECTIONS MANAGER is also responsible for maintaining the efficiency and effectiveness of the operation, including direct client interface, customer satisfaction, employee development, and fiscal (Recovery) accountability. The CALL CENTER COLLECTIONS MANAGER will execute the strategic direction set by the client and Executive Staff. This role will include executing tactical plans to achieve strategic objectives while maintaining strict compliance with governing laws and industry regulations.

CALL CENTER COLLECTIONS MANAGER RESPONSIBILITIES :

Function as a key member of the management team to provide value-added service to client companies

Collaborate with colleagues from Operations, Business Development, IT, Compliance, and Executive-level Managers within the company to successfully meet client needs and manage the completion of assigned projects

Remain flexible and open to managing varied work situations and support multiple projects

Source and / or develop performance improvement tools and techniques for process enhancement and streamlining

Strategic Planning and Analytics

Dialer / Multi-Channel Management

Responsible for maintaining compliance with company policies, as well as state and federal regulations, bankruptcy laws, and FDCPA, along with any and / all other applicable laws and / or industry relations

Develop necessary Performance Improvement Plans and monitor progress, provide PIPs, monitor progress, provide coaching, guidance, and direction for successful completion of PIP

Participate in and help evaluate employees throughout the interview and selection process; and if necessary, submit a recommendation for termination of employment

Provide consistent and approved training, along with any other additional developmental programs for staff

Perform other related duties and projects as assigned

Business travel, as needed.

DUTIES : Management

Assist with performing quality reviews of services provided and department interactions by escalating workflow and communication issues to management to help identify emerging trends indicating the need to revise existing methods and procedures

Conduct regular status meetings with direct reports; discuss current activities and issues, projects, and progress thereof, processes and suggested improvements, employee scheduling, upcoming Flextime, and Vacation planned time off to ensure proper call center coverage

Consistently review activities of Call Center Supervisors to confirm the correct and appropriate application of policy and procedure within the department

Handle overflow of escalated and complaint calls for the collection department

Maintain and confirm pertinent policy and procedure manuals are up-to-date appropriately for each unit

Execute corrective measures where necessary to maintain compliance

Continuously evaluate staff performance and establish a regular annual schedule of performance reviews / appraisals are conducted accordingly

Motivate and mentor team members to maintain a positive work environment

Monitor individual and team results to identify and act on both positive and negative performance

Drive a culture of accountability, continuous improvement, and personal excellence

Communicate critical messages effectively to ensure that department or direct reports are informed of process changes

Training of all Collection Operational Staff

Provide one-on-one assistance and ongoing training and development for Supervisors in developing and improving leadership and motivational skills

Conducts QA call reviews as needed and in accordance with overall training goals

Provide talk off and on the spot training to collections staff (conference calls)

Conducts Training Classes

Develop and implement departmental performance targets and metrics such as quality assurance, customer satisfaction, and KPIs. Leverage analytics to support these goals

Manage metrics, performance criteria, policies, and procedures to improve call center productivity continuously

Recovery

Develop, recommend, and implement plans to increase recoveries and reduce expenses, including specific campaigns, strategies, and collection techniques

Analyze and evaluate policies and procedures followed by the department and propose new policies / procedures and / or revisions to existing policies / procedures to ensure maximum operational efficiency

Proactively oversee the activities involved in the quality resolution of performance and profitability issues relating to assigned staff and clients

Oversee activities of assigned units to ensure coordination of efforts and compliance with company-related policies, procedures, and strategies

Provide reporting to the Executive Director of Operations and Chief Executive Officer (CEO), as necessary, all data and statistics regarding recovery (trends, achievements, deficiencies, etc.)

Account Programming Strategies and Analytics

Works with programmer to strategize and develop new programs to streamline and increase the efficiency of operation

Monitors, maintains, and manages programs to ensure accuracy, completion, and effectiveness.

Reviews and audits assigned to the operational programmer to ensure effectiveness and compliance with company policies and procedures

Audits all programs to ensure they are accurately performing as designed

Works with an operational programmer to correct any errors, broken programs, or holes in programming data to ensure effectiveness, especially as related to recovery and client compliance

Serious candidates will possess the minimum qualifications :

BS / BA or related field (or 5+ years of related / relevant work experience)

5 + years working in a management capacity

Ability to thrive in a fast-paced, high-volume environment

Excellent interpersonal skills required

Excellent written, presentation, and communication skills

Ability to act as a transformation / change agent within the organization, demonstrating flexibility and effectiveness in varying situations with diverse roles, responsibilities, environments, and people

Demonstrated experience and expertise in the debt collections / call center industry

Track record of success in a leadership role

Proficiency in Microsoft Suite and other related applications

Experience with CRS a plus

Ability to drive and propel team members toward production goals

Benefits include : Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Wellness Program

401(k)

Paid Holidays

Annual Vacation Award

Employee Discount Portal

Discount Retail Club Membership

AT&T Mobile Discounts

Referral Bonus Program

Credit Systems International, Inc. provides Equal Employment Opportunity (EEOC) to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.