Collections Call Center Manager (6710RMR) Chicago, Illinois Posted in Chicago, Illinois Posted on January, 30, 2014 Salary $75,000 to $110,000; Bonus Opportunity; Comprehensive Benefits; 401(k) Job Description The Collections Call Center Manager will contribute to the overall success of the company by effectively leading supervisors within the collection department to ensure the overall collection of unpaid/past due revenue within established policies and procedures, and the overall intent to return the customer back to good standing. He or she will provide managerial leadership to the call center staff by modeling and enforcing established policies and procedures. Responsibilities and Duties will include, but are not limited to: Customer Service: Provide direction, coaching, and accountability for team supervisors to meet or exceeding all elements of their job description; Provide direction, coaching and accountability to ensure call center staff is prioritizin Customers above all tasks;Manage escalated calls to resolution; Provide direction, coaching, and accountability for collection call center compliance withFDCPA and state legal requirements and KPI standards;Provide direction, coaching, and accountability for the collection call center to meet orexceed call quality standard scores. Revenues:Design, evaluate and communicate all incentive plans and goals; Provide direction, coaching and accountability for managing payroll dollars efficiently by balancing working headcount and call volume needs; Provide direction, coaching, and accountability to uphold customer retention strategy to return Customer to the store. Managing People: Provide direction, coaching, and accountability for supervisors to schedule call center staff properly in order to meet call volume needs;Provide direction, coaching, and accountability for supervisors to complete and discuss monthly snapshots of Call Center KPIs for each team member;Oversee New-Hire Training and overall selection of call center staff. Provide development andaccountability for Supervisor interviewing/selection skills and results;Complete annual Performance Reviews for supervisors and approve annual reviews forcollection reps. Provide development and accountability for supervisor performance and review management skills and results;Provide direction, coaching, and accountability for employee performance managementaccording to Company guidelines (i.e. handling a performance problem, communicatingperformance standards, coaching); Provide direction, coaching and accountability for call center recognition and rewards;Provide direction, coaching, and accountability for time and attendance guidelines andapproval of time. Maintain Operational Standards: Partner with training department to ensure accurate, timely, and efficient training; Provide direction, coaching, and accountability for Safety and Security policies & PCI compliance; Provide direction, coaching and accountability for supervisors to compile and evaluate performance; Provide direction, coaching and accountability for compliance with FDCPA & state requirements; Provide direction, coaching and accountability for company-wide directives; Conduct meetings with supervisors to deliver and reinforce communication needs; Identify and communicate system/process issues, inefficiencies, and enhancements. Requirements Minimum of 5 years progressive management experience in a phone-based collectioncall center environment, or other equivalent experience Proven ability to recruit, interview and select top talent Demonstrated strong analytical, organizational and problem-solving skills Proven ability to train and develop management staff Ability to design and implement strategies for maximizing collections, customer retentionand productivity in a complex fast-paced business Demonstrated effective communication and interpersonal skills Successful decision-making and negotiating jobs.recruitics/job/Collections-Call-Center-Manager-6710RMR-Chicago-Illinois-8507993?rx_source=Indeed&rx_campaign=Indeed0
Posted on: Fri, 31 Jan 2014 14:41:14 +0000
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