Call Center Collections Director

6 months ago

Cape Town, South Africa MCI Military Recruitment Full time

POSITION OVERVIEW:
**Job Title**: Call Center Collections Director

**Job Type**: Full-time, Permanent

**Location**: Onsite, Cape Town (US hours)

**About Us**:
MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry.

**Position Overview**:
We are seeking a Collections Director who will be responsible for overseeing the entire collections function within the call center environment. Your role involves providing strategic direction, leadership, and management oversight to collections managers, supervisors, and agents. You will develop and implement strategies to optimize debt recovery efforts, maximize collections, and ensure compliance with regulatory standards. Your focus will be on driving performance, enhancing operational efficiency, and fostering a culture of excellence and compliance within the collections department.

POSITION RESPONSIBILITIES:
**Key Responsibilities**:

- Develop and communicate the strategic vision, goals, and objectives for the collections department, aligning with the organization's overall business objectives.
- Lead the development and implementation of strategies, initiatives, and campaigns to optimize debt recovery efforts and enhance collections performance.
- Provide leadership, guidance, and support to collections managers, supervisors, and agents, fostering a culture of accountability, performance excellence, and continuous improvement.
- Set clear performance expectations, goals, and targets for the collections team, and monitor progress against key metrics and performance indicators.
- Monitor and analyze key performance metrics and trends related to collections performance, call volumes, recovery rates, and customer satisfaction.
- Conduct regular performance reviews, analyze data insights, and identify opportunities for process improvements, efficiency gains, and performance optimization.
- Ensure compliance with all applicable laws, regulations, and industry standards governing debt collection practices.
- Implement and enforce policies, procedures, and controls to maintain compliance with regulatory requirements and mitigate operational risks.
- Leverage technology, analytics, and automation tools to optimize collections processes, streamline operations, and improve efficiency.
- Identify opportunities for system enhancements, workflow improvements, and innovation initiatives to drive operational excellence and enhance customer experience.
- Collaborate with internal stakeholders, including senior management, legal, compliance, and operations teams, to align collections strategies with business objectives and priorities.
- Communicate regularly with stakeholders to provide updates on performance, initiatives, and challenges, and solicit feedback to inform decision-making and drive continuous improvement.
- Develop and manage departmental budgets, allocate resources effectively, and optimize staffing levels to support operational needs and achieve financial targets.
- Monitor expenses, analyze variances, and implement cost-saving measures to ensure efficient use of resources and maximize return on investment.

STANDARD QUALIFICATIONS:
**WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?**
- Bachelor's degree in Business Administration, Finance, or related field; advanced degree or certifications in management or leadership preferred.
- Proven experience in debt collection, call center operations, or financial services management, with a minimum of 6-10 years in a senior leadership role.
- Strong leadership, strategic planning, and decision-making skills, with the ability to inspire, motivate, and empower teams to achieve results and exceed performance targets.
- Thorough understanding of debt collection laws, regulations, and compliance requirements, with a commitment to ethical conduct, integrity, and professionalism.
- Excellent analytical and problem-solving skills, with the ability to analyze data, identify trends, and make data-driven decisions to improve performance and mitigate risks.
- Effective communication and interpersonal skills, with the ability to interact with diverse stakeholders, build relationships, and influence outcomes.
- Proficiency in using call center technology, CRM systems, and analytics tools to manage operations, track performance, and drive continuous improvement.
- Strong project management skills, with the ability to plan, organize, and execute initiatives on time and within budget.
- Demonstrated ability to thrive in a fast-paced, dynamic environment, prioritize competing demands, and adapt to changing business needs and priorities.

CONDITIONS:

- Must be authorized to work in the country where the job is based.
- Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint.

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