Call Center Collections Manager

6 months ago

Cape Town, South Africa MCI Military Recruitment Full time

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

**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 Manager who will be responsible for overseeing and managing the collections operations within the call center environment. Your role involves leading a team of collections supervisors and agents, developing strategies to optimize debt recovery efforts, and ensuring compliance with regulatory standards. You will play a key role in driving performance, maximizing collections, and fostering a culture of excellence and compliance within the collections department.

POSITION RESPONSIBILITIES:
**Key Responsibilities**:

- Provide leadership, guidance, and support to a team of collections supervisors and agents, fostering a positive and high-performing work environment.
- Set clear performance expectations, goals, and targets for the collections team, and monitor progress against key metrics, including collection rates, call quality, and productivity.
- Develop and implement strategic plans, initiatives, and campaigns to optimize debt recovery efforts, enhance operational efficiency, and maximize collections.
- Identify opportunities for process improvements, technology enhancements, and workflow optimizations to streamline operations and improve performance.
- Monitor and analyze key performance metrics and trends related to collections performance, call volumes, recovery rates, and customer satisfaction.
- Conduct regular performance reviews, provide feedback, coaching, and training to collections supervisors and agents to drive continuous improvement and achieve performance targets.
- 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.
- Establish quality assurance programs and processes to monitor the quality and effectiveness of collections activities, including call monitoring, audits, and compliance reviews.
- Identify areas for process improvement, efficiency gains, and automation opportunities to enhance productivity, accuracy, and 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?**
- Associate degree, Certification or Equivalent Combination of Training and Experience
- Proven experience in debt collection, call center operations, or financial services management, with a minimum of 4 years in a managerial role.
- Strong leadership and people management 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. Job offers are contingent on background/security investigation results.
- Must be willing to submit to drug screening. Job offers are contingent on dr

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