Senior Manager - Call Center Collections

Job Description:

We are seeking a dynamic and experienced Call Center Head to lead our Collections team. This pivotal role is responsible for overseeing and optimizing our collections operations to ensure efficiency, compliance, and outstanding customer service. The ideal candidate will possess exceptional leadership skills and a strong background in collections management.

Responsibilities:

1. Leadership: Provide strategic direction, leadership, and guidance to the Collections team, fostering a high-performance culture and a customer-centric mindset.

2. Operational Excellence: Oversee the day-to-day operations of the Collections department, ensuring that targets and KPIs are consistently met.

3. Compliance: Ensure that all collection activities adhere to regulatory and company compliance standards.

4. Team Development: Develop and mentor team members, promoting a culture of continuous learning and professional growth.

5. Performance Monitoring: Implement and maintain effective performance metrics, monitor results, and make data-driven decisions to enhance productivity and efficiency.

6. Process Improvement: Continuously identify and implement process improvements to streamline operations and enhance the collections process.

7. Communication: Foster effective communication within the department and with other teams, promoting collaboration and problem-solving.

8. Reporting: Generate and present regular reports to senior management on collections performance and key metrics.

9. Vendor Management: Manage relationships with third-party vendors and agencies supporting the collections process.