POSITION OVERVIEW

The Operations Manager is responsible for managing the efforts of 12-20 collection associates in a call center setting. The individual will provide coaching and development to their team in order to help them achieve monthly performance targets. In addition, they will serve as brand ambassadors for the company and model the company values.

REQUIRED SKILLS, KNOWLEDGE, AND EXPERIENCE

• Must possess the ability to influence and drive results.
• Strong interpersonal and problem-solving skills.
• Ability to process information quickly and accurately.
• Strength in prioritizing and multi-tasking with high volume workloads; able to meet deadlines.
• Respond effectively to departmental needs and adjust priorities accordingly.
• Proficient in analyzing information and evaluating results.
• Excellent verbal and written communication.

EXPERIENCE AND EDUCATION

• High School Diploma, GED or equivalent
• Previous leadership experience in customer service or collections environment
• Understanding of collections/recovery activities is a plus.
• Proficient in Microsoft Office Suite; Word, Excel, Teams, Outlook, SharePoint
• Ability to communicate effectively in English & Spanish is a plus.

PHYSICAL REQUIREMENTS

• Lifts, carries or moves up to 20 pounds occasionally.
• Work an adjusted work schedule, evening/weekend hours may be required.
• Occasional travel as necessary

• Active participant in creating a positive culture; heavily involved in selection process of new collection associates.
• Supervises day-to-day activities of collections team ensuring that regulations and company policies are adhered to.
• Develops Team through coaching, delivering constructive feedback, evaluating performance and leading by example.
• Executes daily work lists within the collections system to drive strategy.
• Resolves escalated consumer matters.
• Instrumental in communicating areas of opportunity to Leadership Team.
• Regular attendance and timeliness are required.
• Performs other duties as assigned.