Call Center Collections Manager

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 cultivating a professional environment that supports career growth, continuous learning, and contribution to a leading global organization. We are looking for a skilled and results-oriented Collections Manager to lead our collections operations in a dynamic call center setting. This role involves managing collections teams, driving recovery performance, and ensuring the effective implementation of strategies to maximize collections while maintaining positive customer experiences and full regulatory compliance. As a crucial operational leader, you will supervise collections supervisors and agents, track performance metrics, implement process enhancements, and devise strategies to boost recovery rates and operational efficiency. You will be responsible for cultivating a high-performance culture through coaching, mentoring, and ongoing development, while ensuring adherence to company policies, industry regulations, and compliance standards. The ideal candidate will possess strong leadership capabilities, a demonstrated history in collections management, and the ability to analyze performance data to achieve objectives. If you are passionate about operational excellence, team development, and meeting business goals, this role offers a significant opportunity within a growing company. To be considered, a complete application must be submitted on our company careers page, including all screening questions and a brief pre-employment test.

Requirements

Associate degree, Certification or Equivalent Combination of Training and Experience
Proven experience in debt collection, call center operations, or financial services management, with a minimum of 4 years in a managerial role.
Strong leadership and people management skills, with the ability to inspire, motivate, and empower teams to achieve results and exceed performance targets.
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.
Proficiency in using call center technology, CRM systems, and analytics tools to manage operations, track performance, and drive continuous improvement.
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.

Responsibilities

Provide leadership, guidance, and support to a team of collections supervisors and agents, fostering a positive and high-performing work environment.
Set clear performance expectations, goals, and targets for the collections team, and monitor progress against key metrics, including collection rates, call quality, and productivity.
Develop and implement strategic plans, initiatives, and campaigns to optimize debt recovery efforts, enhance operational efficiency, and maximize collections.
Identify opportunities for process improvements, technology enhancements, and workflow optimizations to streamline operations and improve performance.
Monitor and analyze key performance metrics and trends related to collections performance, call volumes, recovery rates, and customer satisfaction.
Conduct regular performance reviews, provide feedback, coaching, and training to collections supervisors and agents to drive continuous improvement and achieve performance targets.
Ensure compliance with all applicable laws, regulations, and industry standards governing debt collection practices.
Implement and enforce policies, procedures, and controls to maintain compliance with regulatory requirements and mitigate operational risks.
Establish quality assurance programs and processes to monitor the quality and effectiveness of collections activities, including call monitoring, audits, and compliance reviews.
Identify areas for process improvement, efficiency gains, and automation opportunities to enhance productivity, accuracy, and customer experience.
Collaborate with internal stakeholders, including senior management, legal, compliance, and operations teams, to align collections strategies with business objectives and priorities.
Communicate regularly with stakeholders to provide updates on performance, initiatives, and challenges, and solicit feedback to inform decision-making and drive continuous improvement.
Develop and manage departmental budgets, allocate resources effectively, and optimize staffing levels to support operational needs and achieve financial targets.
Monitor expenses, analyze variances, and implement cost-saving measures to ensure efficient use of resources and maximize return on investment.