Operations Director

Harris & HarrisCoppell, TX, US

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Job Description

Harris & Harris has over 50 years of experience in customer care and revenue recovery, specializing in the utilities, government, and healthcare markets. We’re looking for friendly, professional, and motivated Operations Director to join our Operations team. If you’re looking for a company that embraces the principles of respect, compassion and trust, please apply with us today!

Operations Director

The Collections Director will be responsible for overseeing the collection and customer care efforts of the department.

Schedule : The Call Center is open from 7 : 00am to 8 : 00pm Monday through Friday, and Saturday 8 : 00am to 2 : 00pm, and applicants must be available for shifts during these hours

Salary : $120,000 to $140,000 annual salary, plus 30% commission plan based on performance

Additional Compensation and Benefits :

At Harris & Harris, we truly care about each employee’s health, wellness, financial stability, and education. We are proud to offer each employee the following benefits :

Medical and Dental insurances from premium providers
401K with matching
Company paid Accident and Disability Insurance, Long Term Disability Insurance, EAP, and Travel Assistance
Tuition Reimbursement
Paid Time Off
Additional benefits such as identity theft protection, flexible spending accounts, pre-tax commuter benefits, and more.

DAY TO DAY

The ability to manage and develop several managers and supervisors simultaneously and consistently.

Responsible for the overall direction and coordination of the team.

Drive results by insuring that goals, objectives and standards are achieved for delinquency, charge-off and total collection goals.

Must be able and willing to assist others in the collection of accounts in order to further develop the team as holistically.

Monitors the team’s productivity to ensure the achievement of service deliverables and customer satisfaction. Manages and monitors call volumes.

Provides guidance to management staff to ensure the appropriate handling of customer complaints, as well as regulatory complaints to achieve satisfactory resolution.

Establishes and communicates performance standards and objectives.

Ensures the team maximizes revenue generation through specific collection activities and techniques.

Maintains and analyzes group and individual performance, and initiates appropriate motivational programs to improve performance to reach goals.

Uses call history and any necessary forecasting tools, corporate reports, and feedback from the managers / supervisors to ensure quality contacts and efficient customers.

Interfaces with other departments including Sales, Accounting and Finance, IT and HR. Makes recommendations to drive change with a focus on exceeding operational goals and customer expectations.

Provides advice and counsel to managers / supervisors regarding contact flow management, personnel issues, and anything else related to the successful running of the team.

Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; motivating and rewarding employees; disciplining employees; addressing complaints, resolving problems and terminating where appropriate

WHAT YOU MUST POSSESS

Must Have :

High school diploma required; Bachelor’s Degree preferred.

A minimum of 5-7 years First and Third Party agency experience.

A minimum of 5-7 year successful, demonstrated experience at the Collection or Operations Director level.

Proven experience leading a collections team to success.

Ability to develop and implement process improvements.

Ability to prioritize work and lead a team successfully producing results.

Business acumen with strong analytical and problem-solving skills.

Additional Skills :

Extraordinary communication skills, verbally / nonverbal as well as written.

Demonstrated success in a high volume, highly competitive and fast paced environment.

Ability to work under pressure with strict time constraints.

Strong influencing, leadership, and collaboration skills.

Must possess excellent communication, interpersonal and relationship skills.

Excellent multitasking and prioritization skills

Nice to Have :

Experience with CUBS (Columbia Ultimate Business Systems) is a plus.

WHY HARRIS & HARRIS?

Harris & Harris is a premier, full-service revenue recovery firm headquartered and founded in Chicago, IL. Founded in 1968, we have been in business for more than 50 years, and we specialize in the utilities, government, and healthcare markets.

The family business Sam Harris started is now a firm of more than 500 hundred employees including collections professionals and customer care representatives who employ the latest technology and best ethical practices to help businesses recover revenue and provide world class customer service.

We take pride in knowing what it takes to turn a call from "average" to "excellent." We have been delighting clients and customers for decades thanks to our outstanding employees. They make the difference every day, shift, and call and transform challenges into victories.

At Harris & Harris, we’re proud to be an organization where everyone is welcome and can be their authentic selves at work. We’re passionate about celebrating the differences that make each of us unique. Our culture focuses on our employees and we look for opportunities to recognize and celebrate together. We are an organization that cares about our people. From monthly activities, bonuses and contests, to competitive wages and benefits, we foster an environment where we employees feel valued.

We also are an organization that believes in the power of giving back. Our internal cross functional committee, Harris Cares, guides our philanthropic activities. We have partnered with organizations such as One Warm Coat, Greater Chicago Food Depository, American Cancer Society, Bright Pink, The Heat and Warmth Fund (THAW), and Operation Stars and Stripes. Most recently we have partnered with local schools and charitable organizations to give back to our communities including the American Heart Association, Habitat for Humanity, A Just Harvest, and R. Nathaniel Dett Elementary School.

At Harris & Harris, everyone is important, and one person can make a difference for their colleagues, for our clients, and for our company. We look forward to hearing from you!

Harris & Harris is an equal opportunity employer. Applicants will not be discriminated against based on race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, disability, ancestry, marital status, veteran status, medical condition or any protected category prohibited by local, state or federal laws.

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Director Operation • Coppell, TX, US