Call Center Collections Director

MCI Careers•Tampa, FL

1d•Onsite

About The Position

MCI is a rapidly growing tech-enabled business services company with a significant call center presence and international operations. We offer Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across various industries. Our contact centers utilize both on-site and remote agents, employing advanced technologies to improve customer interactions, enable scalability, and reduce costs. MCI is dedicated to creating an environment where professionals can build careers, access ongoing learning and development, and contribute to a globally expanding, leading organization. We are looking for an experienced and performance-driven Collections Operations Manager to lead and enhance our outbound collections function. This role is crucial for improving collection performance, increasing operational efficiency, and successfully executing strategies to meet business objectives and financial goals. As a key leader, you will manage daily collections operations, implement performance improvement initiatives, and lead teams to exceed key performance indicators. You will collaborate with internal departments to refine processes, improve customer engagement, and ensure compliance with regulations and company standards. The ideal candidate is a strategic leader with a strong background in collections management and a passion for team development and results delivery. If you excel in fast-paced settings and have a history of driving operational excellence, we encourage you to apply and become a vital part of our expanding company. To be considered, a full application on our company careers page, including screening questions and a pre-employment test, is required.

Requirements

Bachelor's degree in business administration, finance, or a related field; master's degree or relevant certifications preferred.
Proven experience in debt collection, call center operations, or financial services management, with a minimum of 6-10 years in a senior leadership role.
Strong leadership, strategic planning, and decision-making skills, with the ability to inspire, motivate, and empower teams to achieve results and exceed performance targets.
Proven track record of success in driving collections performance, achieving targets, and managing a high-performing collections team.
Thorough understanding of debt collection laws, regulations, and compliance requirements, with a commitment to ethical conduct, integrity, and professionalism.
Excellent analytical and problem-solving skills, with the ability to analyze data, identify trends, and make data-driven decisions to improve performance and mitigate risks.
Effective communication and interpersonal skills, with the ability to interact with diverse stakeholders, build relationships, and influence outcomes.
Experience in implementing and leveraging collection management software, CRM systems, and other relevant tools to streamline operations and improve efficiency.
Strong project management skills, with the ability to plan, organize, and execute initiatives on time and within budget.
Demonstrated ability to thrive in a fast-paced, dynamic environment, prioritize competing demands, and adapt to changing business needs and priorities.
High level of integrity, professionalism, and ethical conduct in dealing with sensitive customer information and financial matters.

Nice To Haves

Master's degree or relevant certifications preferred.

Responsibilities

Develop and implement strategic initiatives to optimize outbound collections performance, maximize recovery rates, and minimize delinquency.
Lead and oversee all aspects of outbound collections operations, including strategy development, process improvement, and performance management.
Establish collection goals, targets, and key performance indicators (KPIs) in alignment with organizational objectives and ensure team members are equipped to meet or exceed these goals.
Provide leadership, direction, and guidance to the collections team, including managers, supervisors, and agents, to ensure adherence to policies, procedures, and best practices.
Analyze collection data, metrics, and trends to identify areas for improvement, develop actionable insights, and implement strategies to enhance collections efficiency and effectiveness.
Collaborate with internal stakeholders such as finance, operations, and legal departments to address complex collection issues, resolve disputes, and ensure compliance with regulatory requirements.
Foster a culture of continuous improvement, innovation, and accountability within the collections team, encouraging creativity, initiative, and professional development.
Develop and maintain relationships with external partners, vendors, and industry contacts to stay abreast of industry trends, best practices, and emerging technologies in collections management.
Prepare and present regular reports, performance updates, and strategic recommendations to senior management and stakeholders, highlighting achievements, challenges, and opportunities.
Stay updated on relevant regulations, laws, and compliance requirements governing debt collection practices, and ensure the collections team is trained and compliant.