29 September 2020
Collections Manager

Our Client, an international consulting company is seeking a bilingual (English-Spanish), experienced Consumer Collections Manager and Team Leader for an immediate position available in their Miami office.  The company is a growing consumer consulting financial services company, with an extensive financial assets throughout the Caribbean.
Ideal candidates will be career minded individuals with a commitment to teamwork, results, professionalism, and proven experience managing a team of call agents.
Responsibilities include but are not limited to:
  • Manage, monitor and engage with international debt collection agencies; establishing targets, portfolio analysis, and account strategy.
  • Effectively lead, develop and manage collection team including providing direction, coaching and assessment including employee relations and corrective action.
  • Develop and drive strategic initiatives to optimize staffing efficiencies for inbound/outbound call center based on call volume. Ensure calling strategies are compliant with state and federal legislation.
  • Manage ongoing analysis of call volume, projections, staffing and related strategic planning for day-to-day and call volume peaks.
  • Monitor manager dashboards. Track, address and escalate interrupted work providing reallocation recommendations to leadership.
  • Analyze work methods and processes for areas of opportunity; make long-term workforce strategy and planning model recommendations to drive organizational success.
  • Strategize, execute and manage dialer strategies to ensure campaign penetrations effectively meet established business goals.
  • Analyze collector performance metrics to meet and exceed best practice standards in service levels, compliance, production, call routing, penetration rates, ACW, RPC’s and overall metrics to ensure KPI’s are met.
  • Responsible for the day-to-day administration and monitoring of the collector schedules
  • Other duties as assigned
Minimum Requirements:
  • 2 years minimum Management Experience in a face paced Collection/Call Center environment
  • Three (3) years supervisory experience with direct reports in a collections environment required
  • Bachelor’s degree with concentration in Business or Finance
  • 7 years minimum Collection Experience
  • Proficiency with Microsoft Office Suite (Outlook, Word, Excel) and operating typical office environment equipment required
  • Must demonstrate extensive knowledge of call center technologies and processes (dialer programming, reporting systems, call recording systems, electronic workflow systems).
  • Must demonstrate knowledge of state and federal regulatory compliances, including but not limited to the FDCPA, TCPA, and state specific debt collection laws.
  • Must demonstrate knowledge of approved collection policies, procedures, and industry best practices.
  • Must demonstrate knowledge and capacity to manage debt related collection teams
  • Superior written and verbal communication skills required
  • Regular, consistent, and predictable attendance is an essential function of this job
  • Ability to multi task and take direction with a high level of accuracy required
  • Must be able to interact and communicate in person, electronically, and over the phone
  • Supervisory Responsibilities:
 
 
At ttg, “We believe in making a difference one Person at a Time.”