Collections Operations Manager

Duties and Responsibilities

Manage a team of agents and supervisors, providing coaching, feedback, and support to help them achieve their goals.

Monitor call centre performance metrics such as delinquency rate, dollars collected, EVPH, kept rate, PTP, average handle time, and customer satisfaction etc.

Develop and implement strategies to improve call centre performance and enhance customer experience.

Monitor collection performance metrics such as collections rate, delinquency rates etc.

Develop and implement strategies to improve collection performance, reduce losses, and enhance customer experience.

Analyze collection data to identify trends and opportunities for improvement.

Qualifications

Associate Degree/Bachelor’s Degree

5+ years of Managerial experience

3+ years of Collections experience

Motivated self-starter

Excellent verbal communication skills5+ years of call center experience