Manager, Operations (Nearshore)

POSITION SUMMARY:

The Operations Manager reports to the Site Director and is responsible for the tactical planning and execution of all Call Center operations in the Dominican Republic site location. The Operations Manager will be responsible for achieving collection goals, competitive rankings, supervisor performance, assisting with the execution of client implementations, analysis of client performance, process enhancements, and other duties assigned.

ESSENTIAL FUNCTIONS:

• Achieves collection goals and objectives to maximize recoveries and improves competitive rankings.
• Trains collection supervisors on proper resource and personnel management and coaches staff to develop the Customer Service Agents (CSAs) on key performance indicators (KPIs).
• Coordinates training of new and existing staff and is actively engaged in the new hire onboarding.
• Monitors monthly, weekly, daily and hourly collection performance for the department.
• Prepares and delivers supervisor and CSA performance evaluations in a constructive and timely manner.
• Routinely recognizes exemplary performance and provides motivation for others to excel.
• Reviews performance of the associates and works on performance and outlier management.
• Schedules and facilitates team meetings to communicate priorities, collection goals and procedural changes.
• Reports project status to managers and executive staff on a regular basis.
• Reviews comprehensive daily, weekly, monthly, and quarterly management reports using Microsoft Excel and Microsoft Access to provide analysis to managers and executive team as needed.
• Acts as a liaison for internal and external communications.
• Maintains professional communication at all times.
• Develops and maintains Standard Operating Procedures for the department.
• Identifies, evaluates, and provides recommendations for automation and revenue enhancement opportunities.
• Contributes to the department’s operational excellence and deliver quality services in accordance with applicable procedures, policies, and professional standards.
• Assists with cost benefit analysis.

QUALIFICATIONS:

• 5+ years of operational management experience in a collections and/or call center environment.
• Bilingual business proficiency in Spanish and English is required.
• Must successfully pass background check required to obtain MN Debt Collector license.
• Excellent communications and analytical skills.
• Excellent computer skills, proficiency with Microsoft Excel, Microsoft Access.
• Ability to quickly learn new software applications.
• Demonstrated ability to develop detailed analytical models.
• Directly related call center supervisory and/or management experience required.
• Ability to be receptive and responsive to change and to embrace continuous improvement.
• Ability to maintain a predictable and consistent full-time work schedule.

EDUCATION REQUIREMENTS:

• High School Diploma Required.
• Associates Degree Preferred.