Customer Engagement Unit Manager

TrueML•Lenexa, KS

29d•$66,453 - $76,421

About The Position

We are seeking a strategic, results-driven Customer Engagement Unit Manager to oversee a high-performing team of Collections Specialists focused on maximizing recoveries while delivering a best-in-class customer experience. This leadership role demands a seasoned collections professional capable of driving operational excellence, elevating agent capability, and ensuring adherence to all regulatory and compliance standards. The ideal candidate brings advanced expertise in collections strategy, performance optimization, real-time operational management, and targeted coaching, with a demonstrated ability to influence outcomes, strengthen team effectiveness, and achieve ambitious recovery goals within a dynamic, compliance-driven environment.

Requirements

High school diploma or equivalent required; Bachelorâs degree preferred.
Minimum 4+ years of collections experience, with at least 2+ years in call center or collections team leadership strongly preferred.
Exceptional and or expert-level thinking in collections operations, including call strategies, portfolio management, regulatory compliance, consumer negotiation techniques, and best practices for driving recoveries in a regulated environment.
Exceptional communication, coaching, and interpersonal skills, with the demonstrated ability to influence performance, develop talent, and guide agents toward consistent results.
Strong analytical and critical-thinking capabilities, with a high level of attention to detail in evaluating trends, identifying performance gaps, and executing data-driven decisions.
Proven ability to manage multiple priorities and maintain operational excellence in a fast-paced, metrics-driven collections environment.
Demonstrated success leading a collections team, improving liquidation rates, and strengthening skills through targeted coaching, accountability frameworks, and performance optimization.
Ability to foster a positive, collaborative, and professional team culture grounded in compliance, customer experience, and measurable outcomes.
Proficiency with essential call center technologies, including dialers, CRM platforms, reporting dashboards, and workflow management tools.

Responsibilities

Lead, coach, and develop a team of ~15 Collections Specialists, driving consistent achievement of recovery and performance targets.
Conduct weekly 1:1s focused on liquidation outcomes, call quality, compliance, talk-off execution, and individualized skill development.
Deliver ongoing side-by-side coaching, call monitoring, and targeted training to improve negotiation, engagement, and consumer experience.
Hold agents accountable to daily and weekly expectations, including outreach KPIs, promise and activation rates, contact strategies, and policy compliance.
Facilitate regular team meetings to reinforce collection strategies, regulatory requirements, and evolving performance priorities.
Complete semi-annual performance reviews and develop tailored performance improvement and growth plans aligned to collection competencies.
Oversee real-time operations, adjusting staffing, schedules, and workflow to maintain service levels and maximize right-party contact opportunities.
Manage escalated calls and emails with strong negotiation, leadership presence, and effective de-escalation techniques.
Ensure all collection activities align with internal policies, client requirements, FDCPA, Reg F, UDAAP, and applicable state regulatory standards.
Analyze performance trends and portfolio insights to identify gaps, recommend solutions, and drive increased liquidation and operational efficiency.
Partner with leadership to refine talk tracks, contact strategies, and processes that elevate payment rates, agent productivity, and consumer outcomes.
Support the implementation of new tools, workflows, and training initiatives that strengthen collection outcomes and team effectiveness.
Consistently meet and exceed deadlines for assigned projects and tasks, demonstrating strong time-management, prioritization, and organizational execution to support departmental goals and operational timelines.
Design and implement creative team-engagement activities that strengthen culture, reinforce performance priorities, and enhance collaboration, motivation, and overall employee experience within the unit.