Handles Manager’s Calls as needed.
- Reviews consoles workloads, prioritize work and review the follow-up dates for all collections consoles.
- Participates and provides suggestions regarding our Strategic Planning in the Contact Center
- Reviews weekly and monthly QA and Compliance scores for each team and to ensure team members are performing assigned duties correctly and efficiently.
- Leads each team’s monthly meetings.
- Prepares and schedule all team’s monthly training sessions together with the Supervisors and Corporate trainer.
- Collaborates with Supervisors to administer employee performance reviews, write ups. Coaching sessions, etc.
- Reviews month end reports from Master clients to define the correct strategy to reach goals.
- Prepares monthly meetings with each CC team to evaluate results from previous month, goals, QA and Compliance results, define working strategy, etc.
- Schedules and complete annual performance appraisals with Supervisors.
- Authorizes sure-pays and customer service awards.
- Reviews monthly contests for each h CC team.
- Provides a summary on the call recordings requests from any client.
- Reviews/Supports each Supervisor duties completion.
- Assist sin training and orientation to all new team members.
- Reviews and participates to update client’s parameters.
- Provides performance warnings (write-ups)



and offers constructive feedback together with Supervisors.
- Enforces, reviews and collaborates to evaluate current policies and procedures; make recommendations for amendments as necessary.
- Reviews accounts in Management review tier in consoles
**Requirements**:
- Prior collections experience (3+ years)
- Knowledge of FDCPA and State rules and regulations
- Prior Supervisory / Management experience - preferred
- Predictive Dialer experience
- Basic knowledge of Timeshare operations - preferred
- Basic knowledge of Home Improvement operations - preferred
- Business degree or equivalent - preferred
- Basic Computer Skills
- Knowledge of Microsoft Office
- Ability to read, write and speak English fluently. Bilingual (English/Spanish) a plus
- Good communication skills, both written and verbal
- Leadership experience and the ability to provide support and direction to develop and motivate a team
- Ability to communicate and meet company goals and objectives
- Must be willing to work in excess of 40 hours per week when business conditions or special projects make such scheduling necessary.
- Must willing and able to travel as required by clients/projects
**Benefits**
Salary 40,000
Commission aroud 30,000
Voucher Bonus 2,000
Internet Bonus 1,000
Medical Insurance
Dental Insurance
Life Insurance

📌 Contac Center Manager (Ciudad de México)
🏢 Concord Servicing
📍 Ciudad de México