Collections Manager

Handles Manager's Calls as needed.

o  Reviews consoles workloads, prioritize work and review the follow-up dates for all collections consoles.

o  Participates and provides suggestions regarding our Strategic Planning in the Contact Center

o  Reviews weekly and monthly QA and Compliance scores for each team and to ensure team members are performing assigned duties correctly and efficiently.

o  Leads each team's monthly meetings.

o  Prepares and schedule all team's monthly training sessions together with the Supervisors and Corporate trainer.

o  Collaborates with Supervisors to administer employee performance reviews, write ups. Coaching sessions, etc.

o  Reviews month end reports from Master clients to define the correct strategy to reach goals.

o  Prepares monthly meetings with each CC team to evaluate results from previous month, goals, QA and Compliance results, define working strategy, etc.

o  Schedules and complete annual performance appraisals with Supervisors.

o  Authorizes sure-pays and customer service awards.

o  Reviews monthly contests for each h CC team.

o  Provides a summary on the call recordings requests from any client.

o  Reviews/Supports each Supervisor duties completion.

o  Assist sin training and orientation to all new team members.

o  Reviews and participates to update client's parameters.

o  Provides performance warnings (write-ups) and offers constructive feedback together with Supervisors.

o  Enforces, reviews and collaborates to evaluate current policies and procedures; make recommendations for amendments as necessary.

o  Reviews accounts in Management review tier in consoles

Requirements

Prior collections experience (3+ years)

o  Knowledge of FDCPA and State rules and regulations

o  Prior Supervisory / Management experience - preferred

o  Predictive Dialer experience

o  Basic knowledge of Timeshare operations – preferred

o  Basic knowledge of Home Improvement operations - preferred

o  Business degree or equivalent - preferred

o  Basic Computer Skills

o  Knowledge of Microsoft Office

o  Ability to read, write and speak English fluently. Bilingual (English/Spanish) a plus

o  Good communication skills, both written and verbal

o  Leadership experience and the ability to provide support and direction to develop and motivate a team

o  Ability to communicate and meet company goals and objectives

o  Must be willing to work in excess of 40 hours per week when business conditions or special projects make such scheduling necessary.

o  Must willing and able to travel as required by clients/projects