Responsibilities
- Manage daily operations for a centralized team of 15 to 25 collectors handling delinquent accounts across various stages.
- Motivate team members to achieve and surpass key performance indicators while supporting revenue growth and adherence to standards.
- Deliver targeted coaching and training through live call observation, whether remote or in-person, to promote ongoing development.
- Monitor team performance with a focus on customer satisfaction by reviewing calls, tracking Net Promoter Scores, and applying quality assurance protocols.
- Maintain optimal staffing levels and work with operations leaders to respond quickly to operational trends or issues.
- Participate in client site visits and carry out additional duties assigned by senior operations staff to support team objectives.
Work Arrangement
On-site
Responsibilities
- Lead the day-to-day operations of a dynamic centralized collection team, consisting of 15-25 collectors, managing accounts from early to late-stage delinquency.
- Empower and inspire your team to consistently meet and exceed KPIs, drive revenue growth, maintain quality, ensure compliance, and uphold both client and company standards.
- Provide impactful coaching and training through remote or side-by-side call monitoring, delivering constructive feedback that fosters continuous improvement.
- Steer team performance focused on exceptional Customer Experience by closely monitoring calls, tracking Net Promoter Scores, and enforcing Quality Assurance standards.
- Keep a keen eye on staffing levels and actively collaborate with Operations leadership to swiftly address any emerging trends or challenges.
- Join us on client site visits and take on exciting responsibilities assigned by the Operations Manager or Director, contributing to our dynamic team environment.
