Job Description

Summary

Our client is searching for a Call Center Manager to oversee collections strategy, operations, performance, and workforce planning. This role prioritizes driving team KPIs while also maintaining a positive work environment.

This is an in-office role with the possibility of transitioning to a hybrid schedule. This role offers an impressive bonus package to incentivize department-wide collaboration and consistent achievement of KPIs. This is a great opportunity to join a collaborative, stable, and results-oriented environment.

Responsibilities:

• Monitor performance against KPIs and make operational improvements.
• Develop and drive the overall strategy for the department, focusing on optimizing current operations while planning and implementing initiatives to scale and expand its capacity and efficiency.
• Oversee the end-to-end operations, partnering with relevant departments.
• Keep teams informed on daily strategies and company changes.
• Uphold core values and foster a positive team environment.
• Manage staffing levels and make hiring decisions as needed.
• Conduct timely individual performance reviews.
• Collaborate with the training manager to create and update training materials.
• Review and approve task assignments and monitor team attendance.
• Manage free-time submissions and ensure company-approved communication.
• Regularly update departmental documentation.
• Develop and implement contests and incentives for the team.

Requirements:

• 5+ years of management experience within a collections and/or call center environment.
• 3+ years of experience in the banking or finance industry.
• Bachelor’s degree preferred, but not required.
• Proven experience coaching, training, and developing other leaders.
• Excellent decision-making and work ethic.
• Proficiency with technology, software, and systems.
• Ability to remain composed in challenging situations.
• Experience developing and managing people.
• Strong hiring skills.

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