Collections Operations Manager

Job Summary

As our Collections Operations Manager, you will directly oversee our collection agents, ensuring collection targets are met, and work closely with the Sr. Ops Manager / Sr. Site Director to develop and implement strategies that enhance collection performance. You will serve to develop and implement best call center methods and procedures to improve customer experiences.

Duties and Responsibilities

• Manage a team of agents and supervisors, providing coaching, feedback, and support to help them achieve their goals.
• Monitor call centre performance metrics such as delinquency rate, dollars collected, EVPH, kept rate, PTP, average handle time, and customer satisfaction etc.
• Develop and implement strategies to improve call centre performance and enhance customer experience.
• Monitor collection performance metrics such as collections rate, delinquency rates etc.
• Develop and implement strategies to improve collection performance, reduce losses, and enhance customer experience.
• Analyze collection data to identify trends and opportunities for improvement.
• Ensure that collection operations comply with all regulatory requirements and industry standards.
• Collaborate with other departments to resolve customer issues and implement cross-functional initiatives.
• Create and maintain reports on collection performance, including key performance indicators and service level agreements.
• Manage collection call center budgets and staffing levels to ensure adequate coverage during peak hours.
• Participate in recruitment, hiring, and onboarding of new collection agents.
• Conduct regular team meetings and training sessions to keep collection agents informed about company policies, procedures, and performance expectations.

Qualifications

• Associate Degree/Bachelor’s Degree
• 5+ years of Managerial experience
• 3+ years of Collections experience
• Motivated self-starter
• Excellent verbal communication skills
• 5+ years of call center experience 

Key Skills

• Excellent understanding of technology, software applications, and phone and computer systems
• Advanced customer focus and collections and customer service skills
• Exceptional training and coaching skills to motivate employees
• Great verbal and written communication skills
• Ability to remain calm and in control of a situation