Director of Operations (Recovery Call Center)

Description (Why Work Here)

We Create Opportunity ERC is a growing end-to-end solutions provider in the accounts receivable management industry servicing clients nationwide with over 6,000 employees across multiple locations.  Because of our relentless dedication to deliver nothing less than exceptional, our company continues to grow.  Join us and you will too.  We’ll provide you with the tools, training and a team who will guide you and help you grow.  And along the way you’ll work with smart, fun people while receiving a great benefits package and earn some serious perks.   

  • Competitive base salary with lucrative bonus incentives
  • Opportunities to gain valuable professional skills through on-going training
  • Benefits offered after 60 days to include: Health, Dental, Vision, and IRA options
  • Paid Holidays after 90 days
  • Paid Time-Off after 90 days
  • Career growth opportunities
  • Fun, innovative culture that will challenge yo

Responsibilities (Who we're looking for)

We Don’t Breed the Weak

 

Let’s keep it real.  We haven’t gotten this far by simply checking the boxes and delivering the bare minimum.  We are a team of real go-getters – the kind of people who seek out challenges, attack the day and outperform themselves.  Bottom line, you have the opportunity to elevate your career by giving 100% every day to reach your full potential and prove to ERC you want to be more than average.

 

Minimum qualifications:

  • High School Diploma or equivalent
  • 4+ years’ experience working within a progressive call center management position and demonstrated ability to lead people and get results 
  • Experience managing call center(s) in excess of 150+ employees
  • Must have a strong understanding and competency in call center workforce management discipline
  • Robust knowledge of call center technologies including IVR’s, predictive dialers, and CRM’s 
  • Proactive leader who can energize multiple teams in an environment of change and/or growth
  • Proven experience developing and leading effective and efficient Agents, Team Supervisors and Operations Managers.
  • Strong organizational skills; able to balance multiple service level objectives while maintaining compliance with servicing regulations
  • Ability to train others 
  • Confident self-starter able to facilitate strategic discussion to move business forward
  • Determined achiever focused on delivery and problem resolution, recognized as a natural influencer with an ability to find creative solutions to deliver business plan targets
  • Persuasive, confident and articulate presenter/motivator across all levels internally and externally
  • Intermediate Microsoft Office skills including Outlook,  Excel, Word & PowerPoint

Qualifications (Why this position)

We Don’t Believe In Limits

 

Most of our employees begin as agents – one of the most valued positions in our company.  Agents are our front line, speaking to customers on our clients’ behalf.  And when they meet their expectations and reach their goals, ERC as a company excels.

 

Director of Operations are responsible for managing multiple units while keeping the primary focus placed on client performance and protecting the best interest of the company. DOO’s are responsible for directly managing 3 to 6 Operations Managers and between 80 to 120 Recovery Agents.

  

Director of Operations will be responsible to ensure that all levels of management that report to them are adhering to the job descriptions outlined for their roles.

 

Responsibilities include but are not limited to the following:

  • Conduct daily inventory management analysis
  • Conduct consistent monitoring/auditing
  • Work closely with strategy to monitor and ensure SOP’s are being met. Also responsible for suggesting additional strategies using creative thinking and logic.
  • Responsible for setting client forecasts and maintaining high accuracy
  • Ensure Operations Managers and Team Supervisors are properly managing unit's work standards and efforts
  • Troubleshoot IT issues as it relates to their department. Responsible for communicating IT issues to VP as needed.
  • Required to maintain consistent client competitive rankings in each segment of business.
  • Review daily reports for opportunity and address any areas of opportunities or concerns.
  • Enforce KPI expectations, training and documentation.
  • Responsible for training and developing Operations Managers and Team Supervisors, and are further required to have involvement in developing agents to Team Supervisors.
  • Required to evaluate and provide substantive feedback to the Training and Recruiting Department to further enhance the applicant pool, graduating employees and overall training program.
  • Responsible for fulfilling the client’s request such as: call monitors, weekly reports and additional requests from the client that operations is responsible for.
  • Act as liaison between Operations and other departments when needed.

Job Overview

Date Posted

05/18/2021

Department

Operations

Location

Jacksonville US, FL, US

Wage/Bonus/Pay:

Competitive base salary with lucrative bonus incentives

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