Develop and lead multiple teams of associates in a contact center as well as oversee the core processes associated to those teams. Within the contact center structure, the primary responsibilities of this role are to manage the delinquency and default rates of multiple client’s portfolios using a variety of tools, resources, and strategies.
Leader will be expected to interact with internal management and external clients regarding the interactions and performance of their respective teams. Leader should possess and demonstrate strategic thinking capabilities, create and manage to a budget, and display fiscally responsible decision making capabilities.
Leader should have the ability and comfort to assist in the sales process of the operation and speak to its capabilities and strategies. Leader must be self-motivated and able to work both individually and in a team environment. Leader should be able to understand and articulate the key metrics, goals, and any obstacles that drive/impact the managed portfolios on a daily basis.
Knowledge of outbound collections rules, regulations, technologies, and strategies are a must.
Bachelor’s degree or commensurate experience
COMPETENCIES – SKILLS/KNOWLEDGE/ABILITIES: