Call Center Collections Manager

3 days ago

Tampa, Florida, United States MCI Careers Full time
Job Title: Call Center Collections Manager

Job Summary:

MCI is seeking a highly motivated and experienced Call Center Collections Manager to lead our collections operations team. As a key member of our management team, you will be responsible for developing and implementing strategies to optimize debt recovery efforts, ensuring compliance with regulatory standards, and driving performance excellence within the collections department.

Key Responsibilities:

  • Provide leadership and guidance to a team of collections supervisors and agents, fostering a positive and high-performing work environment.
  • Set clear performance expectations, goals, and targets for the collections team, and monitor progress against key metrics, including collection rates, call quality, and productivity.
  • Develop and implement strategic plans, initiatives, and campaigns to optimize debt recovery efforts, enhance operational efficiency, and maximize collections.
  • Identify opportunities for process improvements, technology enhancements, and workflow optimizations to streamline operations and improve performance.
  • Monitor and analyze key performance metrics and trends related to collections performance, call volumes, recovery rates, and customer satisfaction.
  • Conduct regular performance reviews, provide feedback, coaching, and training to collections supervisors and agents to drive continuous improvement and achieve performance targets.
  • Ensure compliance with all applicable laws, regulations, and industry standards governing debt collection practices.
  • Implement and enforce policies, procedures, and controls to maintain compliance with regulatory requirements and mitigate operational risks.
  • Establish quality assurance programs and processes to monitor the quality and effectiveness of collections activities, including call monitoring, audits, and compliance reviews.
  • Identify areas for process improvement, efficiency gains, and automation opportunities to enhance productivity, accuracy, and customer experience.
  • Collaborate with internal stakeholders, including senior management, legal, compliance, and operations teams, to align collections strategies with business objectives and priorities.
  • Communicate regularly with stakeholders to provide updates on performance, initiatives, and challenges, and solicit feedback to inform decision-making and drive continuous improvement.
  • Develop and manage departmental budgets, allocate resources effectively, and optimize staffing levels to support operational needs and achieve financial targets.
  • Monitor expenses, analyze variances, and implement cost-saving measures to ensure efficient use of resources and maximize return on investment.

Requirements:

  • Associate degree, certification, or equivalent combination of training and experience.
  • Proven experience in debt collection, call center operations, or financial services management, with a minimum of 4 years in a managerial role.
  • Strong leadership and people management skills, with the ability to inspire, motivate, and empower teams to achieve results and exceed performance targets.
  • 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.
  • Proficiency in using call center technology, CRM systems, and analytics tools to manage operations, track performance, and drive continuous improvement.
  • 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.

What We Offer:

MCI offers a competitive compensation package, professional development opportunities, and a collaborative work environment that values diversity and inclusion.

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