Call Center Collections Director

3 days ago

Tampa FL USA, United States ValorVIP Full time
Job Title: Call Center Collections Director

At ValorVIP, we are seeking a highly skilled and experienced Call Center Collections Director to lead our outbound collections efforts. As a key member of our team, you will be responsible for developing and implementing strategic initiatives to optimize collections performance, maximize recovery rates, and minimize delinquency.

Key Responsibilities:
  • Develop and implement strategic initiatives to optimize outbound collections performance, maximize recovery rates, and minimize delinquency.
  • Lead and oversee all aspects of outbound collections operations, including strategy development, process improvement, and performance management.
  • Establish collection goals, targets, and key performance indicators (KPIs) in alignment with organizational objectives, and ensure team members are equipped to meet or exceed these goals.
  • Provide leadership, direction, and guidance to the collections team, including managers, supervisors, and agents, to ensure adherence to policies, procedures, and best practices.
  • Analyze collection data, metrics, and trends to identify areas for improvement, develop actionable insights, and implement strategies to enhance collections efficiency and effectiveness.
  • Collaborate with internal stakeholders such as finance, operations, and legal departments to address complex collection issues, resolve disputes, and ensure compliance with regulatory requirements.
  • Foster a culture of continuous improvement, innovation, and accountability within the collections team, encouraging creativity, initiative, and professional development.
  • Develop and maintain relationships with external partners, vendors, and industry contacts to stay abreast of industry trends, best practices, and emerging technologies in collections management.
  • Prepare and present regular reports, performance updates, and strategic recommendations to senior management and stakeholders, highlighting achievements, challenges, and opportunities.
  • Stay updated on relevant regulations, laws, and compliance requirements governing debt collection practices, and ensure the collections team is trained and compliant.
Requirements:
  • Bachelor's degree in business administration, finance, or a related field; master's degree or relevant certifications preferred.
  • Proven experience in debt collection, call center operations, or financial services management, with a minimum of 6-10 years in a senior leadership role.
  • Strong leadership, strategic planning, and decision-making skills, with the ability to inspire, motivate, and empower teams to achieve results and exceed performance targets.
  • Proven track record of success in driving collections performance, achieving targets, and managing a high-performing collections team.
  • Thorough understanding of debt collection laws, regulations, and compliance requirements, with a commitment to ethical conduct, integrity, and professionalism.
  • Excellent analytical and problem-solving skills, with the ability to analyze data, identify trends, and make data-driven decisions to improve performance and mitigate risks.
  • Effective communication and interpersonal skills, with the ability to interact with diverse stakeholders, build relationships, and influence outcomes.
  • Experience in implementing and leveraging collection management software, CRM systems, and other relevant tools to streamline operations and improve efficiency.
  • Strong project management skills, with the ability to plan, organize, and execute initiatives on time and within budget.
  • Demonstrated ability to thrive in a fast-paced, dynamic environment, prioritize competing demands, and adapt to changing business needs and priorities.
  • High level of integrity, professionalism, and ethical conduct in dealing with sensitive customer information and financial matters.

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