Responsibilities:
- Team Leadership and Growth: Provide strategic mentorship to the collections department, motivating staff to achieve specific revenue goals.
- Performance Monitoring and Coaching: Continuously assess individual and group key performance indicators, conducting detailed reviews and offering constructive feedback to enhance agent skills.
- Regulatory Compliance: Guarantee strict adherence to internal protocols and external legal statutes, including the Fair Debt Collection Practices Act (FDCPA) and Consumer Financial Protection Bureau (CFPB) guidelines.
- Operational Optimization: Analyze current workflows to identify inefficiencies and implement solutions that improve overall process speed and collection outcomes.
- Data Analysis and Reporting: Generate comprehensive performance dashboards and metric summaries, presenting actionable insights to senior management regarding collection trends and workforce productivity.
- Curriculum Development:
Design and deliver engaging training programs and ongoing coaching sessions to strengthen agent proficiency in collection tactics and regulatory compliance.
- Requirements:
Requirements:
- Proven experience managing teams within a high-volume call center environment.
- In-depth knowledge of debt collection laws, regulatory frameworks, and compliance standards, specifically FDCPA and CFPB.
- Strong background in performance management, including the ability to analyze data metrics and drive measurable improvements.
- Excellent communication and instructional skills for effectively conducting training and coaching sessions.
- Demonstrated success in identifying operational gaps and executing process enhancements.
- Experience in compiling and presenting data-driven reports to executive leadership.
- Benefits:
Compensation and Benefits:
- Salary: Competitive range of $5,000 to $6,000 weekly (tax-free).
- Bonuses: Performance-based monthly bonus of $350 USD and adherence bonus of $200 USD.
- Schedule: Monday throug