Business Process Solutions
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.
Requirements
- 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.
- 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.
- 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.
Benefits
- Medical, Dental, & Vision Insurance
- Healthcare & Dependent Flexible Spending Accounts (FSA)
- Health Savings Account (HSA) with Employer Contribution
- Company Paid Life and AD&D Insurance
- Company Paid Short- & Long-Term Disability
- Employee Assistance Program (EAP)
- Business Travel Accident Insurance
- Corporate Travel Discounts
- Bonus & Incentive Compensation Programs
- 401(k) with Employer Match (Traditional/Roth/Safe Harbor)
- Paid Time Off
- 10 Company Holidays
- PTO Accrual
- Sick Time Accrual
- Parental Leave
- Jury Duty
- Bereavement
- Other Voluntary Benefits
Originally posted on Himalayas
To apply for this job please visit himalayas.app.
About this role & career path
Working in United States
The United States of America (USA), also known as the United States (U.S.) or America, is a country primarily located in North America. It is a federal republic consisting of 50 states and a federal capital district, Washington, D.C. The 48 contiguous states border Canada to the north and Mexico to the south, with the semi-exclave of Alaska in the northwest and the archipelago of Hawaii in the Pacific Ocean. The United States also asserts sovereignty over five major island territories and various uninhabited islands in Oceania and the Caribbean. It is a megadiverse country, with the world's th
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