Job responsibilities
- Develop and lead a team of front line dialer collections specialists.
- Lead by example and coach team members on key behaviors to drive results.
- Manage performance by setting clear expectations and providing regular feedback.
- Recruit, select, and retain top talent to ensure team effectiveness.
- Promote inclusion and diversity within the team and identify ways to support these initiatives.
- Resolve complex and escalated employee and customer issues promptly and effectively.
- Operate with urgency to meet deadlines and prioritize diverse workloads.
- Focus on delivering excellent customer service while aligning with organizational business goals and systems.
- Utilize conflict resolution skills to address team dynamics and challenges.
- Recommend and implement enhancements to improve service efficiency and effectiveness.
- Adhere to regulatory requirements and departmental procedures, with strong proficiency in data analysis and Microsoft Office tools.
Required qualifications, capabilities, and skills
- Requires minimum of two years management experience. Prefer experience managing in a collections call center environment
- Requires previous financial experience
- Experience in a large department or group within an Operations function strongly preferred
- Must be willing to work in an environment that requires phone-based customer interaction
- Strong verbal and written communication skills
- Ability to influence internal and external business partners
- Relationship management
- Knowledge of professional discipline and applies knowledge to influence decisions
- High School Diploma or equivalent required
Preferred qualifications, capabilities, and skills
- Collections experience preferred
- Advanced proficiency with computer functions strongly preferred
- Bachelor’s Degree preferred