Manager, Operations

Business Processing Solutions•Charlotte, NC

3d•Remote

About The Position

The Manager, Operations is responsible for overseeing daily call center, back office, and/or collections operations to ensure performance, compliance, quality, and revenue objectives are achieved. This role leads frontline supervisors and team members, drives productivity, ensures adherence to company and regulatory requirements, and supports continuous improvement initiatives. The Manager partners with senior leadership to implement staffing strategies, training programs, performance management processes, and operational controls that enhance efficiency, customer experience, and financial results.

Requirements

Minimum of two (2) years of leadership experience in a call center, customer service, back office, or collections environment.
Experience managing performance-driven teams with measurable revenue or service targets.
Strong leadership, coaching, and employee development skills.
Demonstrated ability to analyze performance data and translate findings into actionable plans.
Excellent written and verbal communication skills.
Strong organizational, time management, and multitasking abilities.
Proficiency in Microsoft Office and Windows-based systems.
Ability to manage confidential and sensitive information.
Ability to meet aggressive daily, weekly, and monthly performance goals in a fast-paced environment.
High school diploma or GED required.

Nice To Haves

Bachelor’s degree in Business or related field, or equivalent work experience.
Knowledge of FDCPA and other applicable federal and state regulations; ACA Collector Certification preferred.
Third-party collections experience preferred.

Responsibilities

Lead and direct daily operations of assigned teams to achieve service, quality, compliance, and revenue goals.
Establish performance expectations and monitor productivity, call activity, collections or back-office results, and operational metrics.
Coach, mentor, and develop supervisors and frontline staff to drive engagement, accountability, and performance improvement.
Conduct regular team meetings, provide structured feedback, and administer performance evaluations and corrective actions as needed.
Develop staffing plans and schedules to ensure appropriate coverage and efficient resource utilization.
Monitor and analyze operational data, forecasts, and trends to identify risks and implement corrective actions.
Prepare and deliver performance scorecards, projections, and management reports.
Ensure strict adherence to company policies, client requirements, and applicable federal and state regulations, including FDCPA and related compliance standards.
Review accounts, calls, and workflows to ensure quality assurance and regulatory compliance.
Address escalated customer or debtor concerns and support complaint resolution.
Partner with cross-functional teams to resolve operational issues and improve processes.
Lead interviewing, hiring, and onboarding efforts for team members and supervisory staff.
Maintain accurate documentation related to attendance, performance, compliance reviews, and personnel actions.
Drive continuous improvement initiatives to enhance productivity, customer satisfaction, and operational effectiveness.
Perform additional duties as assigned.