Debt Recovery Manager

OneMCI•Tampa, FL

2d•Onsite

About The Position

At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization. We are seeking an experienced and results-driven Debt Recovery Manager to oversee and lead collections operations within a fast-paced call center environment. This role is responsible for managing collections supervisors and agents, driving recovery performance, and ensuring operational excellence across all debt recovery activities. As a Debt Recovery Manager, you will develop and implement effective collection strategies, monitor key performance indicators, and identify opportunities to improve productivity, efficiency, and recovery rates. You will provide leadership, coaching, and support to management teams while ensuring all collection activities are conducted in accordance with applicable regulations, company policies, and industry best practices. The ideal candidate is a strong people leader with a proven background in collections management, workforce development, and performance optimization. You will play a critical role in maximizing recovery outcomes, maintaining compliance standards, and fostering a high-performance culture focused on accountability, customer professionalism, and continuous improvement. If you are passionate about leading successful collections teams, driving operational results, and delivering exceptional performance, we encourage you to apply and become a valued member of our organization. To be considered for this role, you must complete a full application 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.
Must be authorized to work in the country where the job is based.
Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint.
Must be willing to submit to drug screening.

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.