Job Summary:

The Collection Manager - Call Centre Operations will be responsible for overseeing the day-to-day collection activities of the call centre. They will manage a team of collection agents, ensure that collection targets are met, and work closely with the collection director to develop and implement strategies that enhance collection performance, minimize losses, and improve customer experience.

· Manage a team of agents and supervisors, providing coaching, feedback, and support to help them achieve their goals

· Monitor call centre performance metrics such as service level, average handle time, and customer satisfaction

· Develop and implement strategies to improve call centre performance and enhance customer experience.

· Monitor collection performance metrics such as the number of collections, amount collected, and delinquency rates

· Develop and implement strategies to improve collection performance, reduce losses, and enhance customer experience

· Analyze collection data to identify trends and opportunities for improvement

· Ensure that collection operations comply with all regulatory requirements and industry standards

· Collaborate with other departments to resolve customer issues and implement cross-functional initiatives

· Create and maintain reports on collection performance, including key performance indicators and service level agreements

· Manage collection call center budgets and staffing levels to ensure adequate coverage during peak hours

· Participate in recruitment, hiring, and onboarding of new collection agents

· Conduct regular team meetings and training sessions to keep collection agents informed about company policies, procedures, and performance expectations

· Bachelor's degree in business administration, finance, or related field

· At least 5 years of experience in collection operations, with 2 years in a management role in a call center environment

· Proven track record of meeting or exceeding collection performance metrics

· Strong leadership skills and ability to motivate and coach a team

· Excellent communication skills, both written and verbal

· Ability to analyze data and make data-driven decisions

· Proficiency in collection software and tools, including skip tracing, credit reporting, and collection management systems

· Knowledge of regulatory requirements and industry standards for collection operations in a call center environment

· Ability to work under pressure and in a fast-paced environment

· Flexibility to work non-standard hours, including weekends and holidays as needed

· Note: The above job description is intended to describe the general content and requirements for the performance of this job. It is not intended to be an exhaustive list of all duties, responsibilities, and qualifications associated with the job.