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