D & A Services is an experienced debt collection agency that services the largest debt purchasers as well as direct bank issuers. We were established in 2010 and we pride ourselves in delivering great service to our premiere clients and valued consumers.
We are hiring a Collections Manager who will be responsible for supporting strategy deployment to effectively and efficiently manage the full spectrum of inbound/outbound work effort activities. The manager will be responsible for the workforce management system to maximize production, analyze and recommend optimal solutions and assist with programming various campaigns in accordance with established company policies and procedures. This position is 100% On Site and does NOT offer a remote option.
ESSENTIAL FUNCTIONS OF THE JOB:
- Effectively lead, develop, and manage collection team including providing direction, coaching and assessment to improve efficiency and effectiveness including employee relations.
- Analyze collector performance metrics to meet and exceed best practice standards in service levels, compliance, production, call routing, penetration rates, ACR, RPC’s and overall metrics to ensure Key Performance Indicator’s (KPI’s) are met.
- Drive improvements in collection system strategy including changes in operations and training.
- 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.
- Execute and manage dialer strategies to ensure campaign penetrations effectively meet established business goals.
- Manage desk inventories to assure work standards are being met or exceeded.
Other duties as assigned.
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JOB REQUIREMENTS:
- Three (3) + years supervisory experience, in a third party Collections agency, with direct reports required
- Five (5) + years working in a third-party Collections agency with a focus on credit cards
- Bachelor’s degree in business or finance is a plus
- Proficiency with Microsoft Office Suite (Outlook, Word, Excel, PowerPoint) and operating typical office equipment required.
- Ability to analyze complex data required
- Ability to multi-task and take direction with a high level of accuracy required
- Experience with collection software (TLO, Next, Latitude)
D & A Services offers a competitive salary, a generous bonus structure, along with an excellent benefit package, including Blue Cross/Blue Shield medical insurance, PTO and a 401k.
D & A Services is an Equal Opportunity Employer and does not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or genetic information.