Outbound Collections Manager

POSITION OVERVIEW:
**Job Title**: Outbound 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**:
POSITION RESPONSIBILITIES:
**Key Responsibilities**:

- Lead and manage the outbound collections team to meet or exceed collection targets and key performance indicators (KPIs).
- Develop and implement collection strategies, policies, and procedures to optimize collections performance and maximize recovery rates.
- Monitor team performance and productivity, conduct regular performance evaluations, and provide coaching and feedback to enhance individual and team performance.
- Analyze collection metrics and trends to identify areas for improvement, implement corrective actions, and drive continuous performance improvement.
- Ensure compliance with all relevant regulations, laws, and company policies governing debt collection practices.
- Handle escalated customer inquiries, complaints, and disputes in a professional and timely manner, and provide resolutions to maintain customer satisfaction.
- Collaborate with other departments such as finance, legal, and customer service to resolve complex collection issues and improve overall collections processes.
- Develop and maintain strong relationships with clients, vendors, and external stakeholders to facilitate effective collections efforts.
- Prepare and present regular reports on collections performance, trends, and results to senior management and stakeholders.
- Stay updated on industry trends, best practices, and regulatory changes in the field of collections management, and ensure that the collections team is trained and informed accordingly.

CANDIDATE QUALIFICATIONS:
**WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?**
- Bachelor's degree in business administration, finance, or a related field; master's degree or relevant certifications preferred.
- 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.
- Ability to work under pressure, multitask, and prioritize tasks in a fast-paced and dynamic environment.
- High level of integrity, professionalism, and ethical conduct in dealing with sensitive customer information and financial matters.

COMPENSATION DETAILS:
**WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?**

We offer competitive compensation packages, professional development opportunities, and a collaborative work environment that values diversity and inclusion.

PHYSICAL REQUIREMENTS:
This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

CONDITIONS OF EMPLOYMENT:

- 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 drug screening results.

EQUAL OPPORTUNITY EMPLOYER:
At MCI and its subsidiaries, we embrace differences and believe diversity is a