Director of Collections

Excellent opportunity for a results-driven Director of Operations where strong leadership, operations, call center and process improvement expertise can be utilized toward the realization of corporate strategic plan, goals, and mission.

This position will partner closely with the VP of Collection Operations to help develop clear methods and procedures for increasing call center and collections results by training/mentoring staff, implementing process/system improvements and the utilization of key performance indicators from Technology to make educated decisions regarding change management in order to streamline workflow and increase effectiveness and efficiency of the call center.

Directors will promote a team environment by mentoring, developing, and evaluating key call center metrics while increasing productivity. Director must have expertise in understanding the business and call center/operations dynamics as required to establish, meet, and exceed aggressive Collections and Call Center goals. Must have a proven record in successfully developing ongoing training initiatives, contests, incentives, and staff development and hiring plans as needed. Demonstrated ability and knowledge to improve Collection rate by analyzing and managing productivity data is essential.

Essential Duties

Essential duties and responsibilities include the following.

• Drive change by partnering with leadership team including all direct reports.
• Provide day-to-day leadership and management to a service organization that mirrors the adopted mission and core values of the company.
• Drive the company to achieve profitability, cash flow and business goals and objectives.
• Responsible for the measurement and effectiveness of all processes internal and external. Provides timely, accurate and complete reports on the operating condition of the company.
• Spearhead the development, communication and implementation of effective growth strategies and processes.
• Collaborate with the management team to develop and implement plans for the operational infrastructure of systems, processes, and personnel designed to accommodate the rapid growth objectives of our organization.
• Motivate and lead a high-performance management team; attract, recruit, and retain required members of the executive team not currently in place; provide mentoring as a cornerstone to the management career development program.
• Assist, as required, in raising additional capital at appropriate valuations to enable the Company to meet growth and market share objectives.
• Foster a success-oriented, accountable environment within the company.
• Other duties assigned as needed.

Position Requirements

These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this job. Individual abilities may result in some deviation from these guidelines.

To perform effectively in this position, a successful candidate is required to:

• Analyze data and deliver relevant information to enable solution-oriented decision-making and achieve strategic and operational goals.
• Collaborate effectively with individuals and groups at all organization levels; ability to work independently and as part of a team.
• Maintain confidentiality, particularly when managing sensitive information and situations.
• Express ideas clearly and concisely both verbally and in written form. Ability to adapt style, vocabulary, and content to the audience, with effective active listening skills.
• Take initiative and prioritize tasks in a demanding environment, requiring the ability to appropriately manage your time, often while multitasking. Ability to deal with new tasks without the benefit of written procedures.
• Accurately define task parameters and objectives, then gather detailed, relevant data from appropriate sources.
• Learn quickly and work in a fast-paced, dynamic environment, studying and applying the latest information.
• Interpret complex data, developing and communicating value-add solutions.
• Multi-task productively, and strong result orientation
• Problem-solve by breaking issues down complex issues into components parts, identifying the most critical issues.

Education and Experience

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• 5 years Successful Call Center Senior Leadership experience
• Solid Collections/ Call Center industry experience
• Outstanding analytical and quantitative capabilities required.
• Strong history of academic and professional excellence and achievement
• Advanced organizational leadership skills
• Superior Communication and Leadership skills
• Budget-focused mindset
• Demonstrated High-level Decision-making, Problem-solving, Critical thinking, and Analytical skills.
• Strong knowledge in working with Budgets, forecasting, key call center metrics and analytics.
• Proven record of various training and development techniques used to meet and exceed targets and goals.
• Demonstrated ability to work well under pressure and multi-task.
• Ability to build and manage staffing plans based on anticipated call volumes.
• BA and/or equivalent related business experience
• Proficiency with Microsoft Office required.

Come see what we have to offer.