Operational Support Manager / OOP (Collections)

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 
  • Benefits offered after 60 days to include: Health, Dental, Vision, and IRA options
  • Paid Holidays after 90 days
  • Career growth opportunities
  • Fun, innovative culture that will challenge you and support your growth

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 / GED
  • Supervisory experience
  • 1-2 years of collections, customer services, dispute resolution, or compliance related activities.
  • Effective communication and interpersonal skills both oral and written; strength in collaborating within team and cross-functionally up to and including the executive leadership level.
  • Strong ability to prioritize, plan, and execute.
  • Ability to read and interpret regulations, laws, contracts, statements of work, and business requirements. 
  • Ability to multi-tasks while maintaining careful attention to detail.
  • Ability to work with a sense of urgency to meet deadlines and address competing priorities. 
  • Proficient in Microsoft Office software including Word, Excel, PowerPoint, Outlook, Access, and SharePoint.

Qualifications (Why this position)

We Don’t Believe In Limits


Job Summary:


The Operational Support Manager can complete any of the job responsibilities required of the Operational Support.  Specialist I and II as well as the Operational Support Team Lead. The Operational Support Manager assists in helping other employees with their queue work (as needed) and any questions or concerns from the employee. The manager provides performance feedback to employees as well as their daily production. Manager is responsible for the maintenance and stock of all needed office supplies as well as establishing and maintaining a working relationship with vendors. Manages employees to ensure they are on task, completing their daily goals, low defect rate and meeting all SLAs.


Job Responsibilities:

  • Manages a team of 30-35 Operational Support Specialists at multiple locations
  • Provides performance feedback to employees
  • Provides a daily scorecard to employees with their production
  • Conducts daily audits of employee’s work
  • Required to aid in client audits as related to Operational Support
  • Required to reply to all internal audits
  • Attends meetings that require Operational Support’s presence
  • Responsible of all supplies needed within the department
  • Responsible to establish and maintain a working relationship with department’s vendors
  • Responsible for assisting Operational Support employees with any questions or concerns
  • Responsible for meeting daily production goals and service level minimums
  • Required to document all process flows and keep all operating procedures up to date
  • Performance evaluated based upon department success




ERC is an Equal Opportunity Employer

Job Overview

Date Posted





Jacksonville, FL, US


Based on Experience

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