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Call Center Collections Manager

2 months ago

Amarillo, United States CREDIT SYSTEMS INTERNATIONAL, INC. Full time
Job DescriptionJob DescriptionSalary:

Call Center Collections Manager

Certified Collectors, Inc. (CCI) is seeking a full-time, goal-oriented, highly energetic, and innovative  CALL CENTER COLLECTIONS MANAGER  to join our growing team in Amarillo, 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.

 

**NO WEEKENDS**   **NO SECOND SHIFT**   **MONDAY - FRIDAY**

GROWING, PROFESSIONAL, and FRIENDLY, 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, Human Resources, 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
  • 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. Less than 10%


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
  • Partner with Human Resources to confirm appropriate disciplinary action is executed in the event of an employee policy and/or procedure violation
  • 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
  • Monthly Flextime Accrual
  • FSA
  • DCA
  • 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.