Operations Manager – (Call Center 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 withnearly 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 bonus potential 
  • 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 you and support your g

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:

  • 2+ years experience in a call center debt collection managerial role
  • High School Diploma or equivalent required
  • Exceptional interpersonal & communication skills
  • Strong supervisory experience including staff development
  • Working knowledge of Microsoft Office including Outlook, Excel, Word & Power-Point
  • Understanding of call center tools and technology used to manage KPIs and SLAs
  • Possess effective conflict resolution skills (both customer and agent conflict)
  • Possess time management, planning, organizational and multi-tasking skills
  • Ability to learn new products and systems
  • Ability to work in a professional fast-paced environment

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.

Operations Managers are responsible for managing multiple units while keeping the primary focus placed on client performance and protecting the best interest of the company. Operations Managers are responsible for directly managing 5 to 6 team supervisors and between 50 to 70 agents. This role works closely with corporate leaders and requires a high degree of initiative, sound judgment and leadership.

Responsibilities include but are not limited to the following:

  • Ensure team supervisors are properly managing collection units work standards and efforts
  • Required to maintain consistent client competitive rankings in each segment of business
  • Assist with implementation of strategic recovery plans, ensuring they are in alignment with corporate objectives
  • Manage metrics, performance criteria, policies and procedures to continuously improve call center productivity
  • Monitor dialer campaigns, schedules and strategies using reports that include but are not limited to Live Vox reports, dialer schedules, desk builds and company/client work standards to ensure maximum efficiency based on product needs. The reports will also be used to monitor data integrity and to address any areas of opportunity with the team supervisors and/or their agents.
  • Conduct daily inventory management analysis
  • Conduct consistent client audits
  • Review and provide guidelines and best practices for maintaining competitive edge
  • Develop and maintain strategy on ensuring client satisfaction
  • Analyze and respond to changing market conditions
  • Analyze trends which includes producing statistical reports on individual performance
    Provide team motivation and development
  • Other duties and responsibilities as assigned

RESUME SUBMISSION REQUIRED FOR CONSIDERATION

Job Overview

Date Posted

05/18/2021

Department

Operations

Location

Jacksonville US, FL, US

Wage/Bonus/Pay:

Competitive base salary with monthly bonus potential

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