Collections Team Manager

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Requisition ID: 126924
Job Category: Call Center
Location: United States-Alabama-Montgomery-4520 Executive Park Drive Suite 200 36116
Posted Date: 11/22/2017 2:01:47 PM
At Alorica, we only do one thing – make lives better, one interaction at a time. We’re a global leader in customer service and experience, serving the world’s biggest brands with tens of thousands of employees in hundreds of locations around the globe.

Performs supervisory level work overseeing collections team members on a client program(s) at call center facility. Exercises oversight over 25 – 50 subordinate personnel.


• Enforce daily service objective performance goal of 95%
• Supervise team members establishing performance expectations, training and coaching
• Provide recommendations on improving collections techniques and tools
• Review and investigate any customer / client complaints
• Ensure performance goals are met to pre-established expectations
• Implement innovative approaches to maximize efficiency and profitability
• Review the daily IT process to ensure that results are reported accurately
• Maintain effective levels of communication at all levels of all pertinent information
• Oversee efforts to address problems related to program performance
• Ensure Quality Assurance feedback is obtained by all telephone representatives for training and quality improvement purposes

• Support the training of subordinate personnel, in coordination with the Human Resources Department/Collections Team Managers

Minimum Education and Experience:
• Associate’s degree required or related equivalent experience
• 2-3 years’ previous experience in project management or operations management in a collections and call center environment, preferred

Knowledge, Skills and Abilities:
• Strong customer service and Collections skills
• Excellent interpersonal skills
• Bilingual English and Spanish 
• Flexibility and versatility in problem analysis and resolution
• Ability to communicate across functional lines particularly as regards database development
• Working knowledge of dialer functionality and call campaigns
• Working knowledge of collections regulations, including but not limited to (FDCPA) Fair Debt Collections Practices Act

Work Environment:
• Frequent sedentary work performed in a climate-controlled call center environment; Occasional work is performed standing.
Physical Demands:
• None

Alorica is an equal opportunity employer and committed to diversity in its workforce. Alorica recruits qualified applicants and makes all employment-related decisions based exclusively on job-related qualifications, without regard to characteristics such as race, color, national origin, religion, gender, age, marital status, disability, veteran status, citizenship status, sexual orientation, gender identity, or any other status protected by law.
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