Collections Operations Manager
On-siteAtlanta, Georgia, United States
Job Summary
Manage and coordinate collection center operations by forecasting, scheduling, reporting, and auditing daily activities to meet organizational needs. Train associates on compliance and performance goals while overseeing CAD Team and QC efforts to optimize collection workflows. Analyze workforce metrics and performance data to drive strategic decisions, manage business results, and improve associate productivity. Review accounts for potential repossession or legal action, assist with challenging cases, and address escalated customer and operational issues using solutions-oriented strategies. Coordinate with internal and external partners including directors, team managers, and vendors to ensure strict adherence to policies and ethical standards. Requires 5 years in Quality Control and 3 years in a collections call center, plus a bachelor's degree. Overtime is required as needed; travel is 0-10%. Must live within commuting distance of Atlanta, Dallas, Houston, or Phoenix.
Required Qualifications
- A minimum of 5 years of experience in Quality Control roles
- At least 3 years in a collections call center environment
- Strong emphasis on compliance, performance optimization, and customer resolution
- Minimum 5 years in a leadership role
- Bachelor's degree
- Overtime required on an as needed basis
- Travel 0-10% as required on an as needed basis
- Must have reliable transportation
- Live within a commutable distance to one of the following cities: Atlanta, GA; Dallas, TX; Houston, TX; Phoenix, AZ
- Ability to work various shifts to accommodate business needs
- Typically, between the hours of 8AM-6PM Monday through Friday and on weekends as needed
- Travel is required 10% of the time
- Must be authorized to work in the United States
Desired Qualifications
- Experience in project management
- Process improvement
- Proficiency in Microsoft Office applications
- Strong problem-solving abilities
- Attention to detail
- Strategic thinking
- Flexibility to meet changing shift requirements
- Strict adherence to ethical standards
- Protection of sensitive consumer information
- Excellent verbal, written, and presentation skills
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