Performance and Development Manager at Scott & Associates, PC

Plano, Texas, United States -

Full Time

Start Date

Immediate

Expiry Date

12 Jun, 26

Salary

70000.0

Posted On

14 Mar, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Training, Motivation, Feedback, Calibration, Program Development, FDCPA Compliance, Policy Maintenance, Procedural Assistance, Hiring Assistance, Customer Experience Analysis, Incentive Implementation, Disciplinary Administration, Microsoft Office, Call Center Technology, Interpersonal Skills, Communication

Industry

Law Practice

Description

Scott & Associates, P.C. is a well-established, multi-state legal recoveries law firm seeking a motivated Performance and Development Manager to join our Plano, TX-based team. Since our founding in 2000, we’ve grown into a leading force in debt recovery litigation, providing trusted and comprehensive legal solutions for major banks and creditors nationwide. Our teams are driven, collaborative, and committed to delivering results — and we’re looking for a Performance and Development Manager who shares that mindset. ESSENTIAL DUTIES AND RESPONSIBILITIES The essential functions include, but are not limited to the following: * Train, motivate, encourage, support and provide effective feedback to resolution specialists and management * Conduct and lead calibration sessions with quality training and operations leadership to promote alignment and consistency * Ability to build a collection training program from the ground up * Provide initial FDCPA training and testing * Continually improve training modules and develop and implement highly effective training courses * Strong understanding of regulatory compliance in call center operations * Help write and maintain policies / procedural items for resolution specialists & call center * Assist with procedural and systematic questions from employees * Assist throughout the hiring process, interacting with Human Resources, Compliance and Call Center Managers * Analyze and track customer experience trends to provide timely, actionable feedback – both positive and corrective – to call center management and leadership * Implement and maintain monthly contests and incentives * Administer disciplinary measures as needed, under the guidance of Call Center Management * All other duties as assigned by the Customer Experience Manager MINIMUM QUALIFICATIONS (KNOWLEDGE, SKILLS, AND ABILITIES) * 10+ years management experience in the collections field with prior training and onboarding experience. * Technically proficient and adaptable, with solid skills in Microsoft Office applications and call center technology platforms * Demonstrated proficiency in the development and structuring of successful team * Extensive knowledge of the 3rd party collections industry * Strong understanding of regulatory compliance in call center operations * Strong interpersonal skills * Strong written and verbal communication skills * Excellent problem-solving skills * Highly organized and attentive to detail * Ability to work efficiently in a fast-paced, high-volume environment, manage competing priorities, and respond to updates quickly.

Responsibilities

The manager will be responsible for training, motivating, and supporting resolution specialists and management, while also leading calibration sessions to ensure consistency. Essential duties include building a collection training program, providing FDCPA training, improving modules, and assisting with policy maintenance and hiring processes.