Operations Manager (Collections Department)

The operations manager will plan, direct and coordinate the operations and all work activities of assigned department to ensure a consumer-focused operation that meets and exceeds assigned clients goals and objectives.

Radius Global Solutions, located in Freeport, Montego Bay has an opening for an operations manager in our Collections Department. 

Key Responsibilities

• Foster a team and call center culture that specializes in people, performance management, coaching, development, and employee engagement.
• Ensures performance and results are effective and cost efficient.
• Direct all supervisory functions for team, including, but not limited to, interviewing/hiring, training, coaching, developing strategies & schedules, enforcing policies, evaluating, and disciplining to ensure a well-qualified team to enhance operational success.
• Ensures compliance with all applicable Federal, State and local regulations and policies and procedures relative to collections.
• Monitors team performance to ensure call center goals are met, and supports all call center quality and training efforts.
• Identifies and articulates reporting requirements, which includes targets, specific data, and anticipated outcomes.
• Inspect Supervisors  RDP(Representative Developmental Plan), lesson plans and SM(Section Manager) action plans
• DNC process
• Monitor department  Wrap- up + NR
• Monitor supervisor short call audits
• Monitor department call dispositoins
• Recurrent offenders on excessive hold times, short duration calls or any other suspicious behavior 
• Responsible for meeting/exceeding account goals. Owner of KPIs 
• Ensure all goals set for agents and Team Leaders follow the S.M.A.R.T criteria 
• Responsible for all account’s reports and ensure Team Leaders are utilizing them  
• Calculate/Review monthly Bonus for Agents and TL’s/Supervisors  
• Create/Review scorecards 
• End of Week recaps 
• Address all the areas of opportunity coming from the KPI and compliance Team
• Work on any client requests
• Manage the game plan for the day 
• Prepare and present on WBR’s
• Review incident tracker report daily and ensure TLs are reporting all the downtime accurately. 
• Perform interviews to validate the profile of the new hires (approve or reject) 
• Do regular performance evaluations of the team 
• Ensure Team Leaders/Supervisors and agents in the account are motivated 
• Discover training needs and report to training department 
• Resolve any issues or conflicts 
• Keep upper management inform of highlights and lowlights 
• Lead by example
• Promoting Radius values and culture in all layers of operations 

Assure all Team leads have the tools up and running 

• Request hardware/software for TL and agents
• Request users and tools for team leads and agents
• Ensure TLs are trouble shooting or reporting call outs or downtime
• Execute escalation process if any outage

Email 

• Open items or anything that will be a part of the rest of your day.  
• Answer important/priority emails in a timely manner 
• Review any updates and inform team leaders about them 

Skills Needed:                                                                                

• The selected candidate must have at least 2 years of managerial experience with proven results in collections.
• Excellent oral and written communications skills.
• Must be willing to work a flexible schedule.
• Ability to handle multiple priorities and meet deadlines in a fast paced environment.
• Ability to interact with team members with tact and diplomacy.
• Ability to maintain customer confidentiality.
• KPI Owners 
• Set and make sure Team Leaders and agents have S.M.A.R.T goals. It is important to ensure that the agent’s and Team lead’s goals allow you to achieve the account’s goals or step goals. This is one of the most important tasks of the Snr. supervisor. 
• Make sure all KPI’s for the account are on target. Perform root cause analysis and create action plans when not 

Recaps 

• Ensure Team Leaders send their daily recap. Provide guidance in terms of what and how we communicate the information to upper management or clients 
• Complete and send the EOW recap based on the information compiled throughout the week with the team leads Planner/EOD and any other event worth mentioning during the week 

Systems 

• Manage the lists, the gates, the outbound campaigns, the queues – all things related to dialer/systems 
• Sends request to create new users or change skills 

Reports 

• Review and analyze reports identifies trends 
• Understand and manage all reports from the account 
• Request any report needed to
• Review and submit KPI’s information to KPI and Compliance team so they can update the Dashboard used in the KPI meetings 

Client  

• Review with the client any updates and communicate it to the team leader/supervisor. Ensure these updates are cascaded to all the agents 
• Performs or request BI reports for clients when need 
• Attend meetings with clients when requested 
• Communication with clients should start at this level 

Present numbers 

• Daily to Team leads 
• Prepares and presents the Weekly Business Review – WBR (Client) 
• Prepares and presents the Monthly Business Review – MBR 
• Prepares and presents the Quarterly Business Review – QBR 

Scorecards 

• Review Weekly scorecards and provide feedback to Team leaders
• Creates a Weekly scorecard for Team leads performance and task completion 

Monthly Bonus 

• Communicate bonus structure to team leaders 
• Review of Monthly Bonus reports for Team leads and agents 

One on One’s 

• Weekly One on One with the Team leads/Supervisors
• 25min to 30 min per Team Lead
• Get to know your Team lead
• Weekly Performance
• Roadblocks
• Highlights and lowlights
• Review Bonus results
• Attend any one-on-one coaching & development sessions as needed
• Ensure the team leaders are delivering their one on ones to all their agents 

Calibration 

• Attend and ensure TLs attend and participate in all Internal/Client calibration sessions 
• Work with QA on the areas of opportunity of the Team Leaders 

Incentives 

• Create monthly calendar of motivational activities 
• Provide rewards to agents directly and collect signature of winner 
• Plan and organize team building activities  

Recruitment interviews 

• Performs the recruitment interviews to ensure candidates with the right profile for the account are being recruited 

Audit (This needs to be documented) 

• Audit each team lead Planners (Daily) 
• Audit team leads Activities completion  
• Audit QA coaching forms
• Audit team leaders one on one sessions
• Follow up on the Disciplinary process that teams leaders must complete with agents 
• Audit once a week at least 10 calls from agents 
  • Long calls 
  • Short calls 
  • Dispositions 

Disciplinary Process 

• Issue disciplinary action or PIP to Team Leaders when needed 
• Ensure Team Leaders are issuing disciplinary actions to agents when needed 

Training 

• Coordinate any agents training needs with training department 
• Develop team leaders

Follow up on Team leads request  

• Vacations
• Payroll 
• Schedules 
• Medicals 

Requirements for the position 

• Management Principles 
• Microsoft Excel (intermediate/ advance level) 
• Leadership (intermediate) 
• Interpersonal Skills 
• Time management 
• Strategic planning 
• At least 2 years operations manager experience. 

Education Level  

• University degree in Mangement/Buisness Administration or similar field

Benefits:

• Salary commensurate with experience.
• Annual Merit Pay Increases!
• Lucrative Incentive Plans
• Pension Retirement Plan with Contributions from Radius!
• Health, Dental, Vision, and Life Insurance Benefits
• Paid Time Off
• Permanent Employment (no contracts)

*Only candidates meeting requirements will be considered for interviews.