Position Overview
This position oversees a team responsible for recovering outstanding debts from individuals and/or businesses on behalf of a client/s. The Collections/Call Centre Manager manages and guides collection supervisors and agents, ensuring compliance with enterprise and regulatory directives while striving to meet collection goals. The Collection/Call Centre Manager reports to the department Director.
Responsibilities
- Ensure appropriate staffing levels are maintained through scheduling and recruiting: Interview potential candidates; Propose changes of staffing levels to senior management; Propose incentive programs to senior management
- Identify training needs by completing and reviewing QA audits: Provide training and coaching geared to improving performance and audit results
- Create and maintain department training material
- Manage vacation schedules to minimize impacts to productivity
- Closely manage a team of Debt Counsellors and Collections Supervisors to ensure KPIs related to compliance, outbound and inbound metrics, and recovery targets are realized
- Communicate and document impactful changes in terms of processes, internal TCR policies and/or client directives to team members and ensure full and successful implementation
- Ensure work plans are executed as designed. Areas of opportunity are to be suggested to upper management and Analytics for consideration.
- Work closely with client(s) and attend required client meetings, presentations, and audits
- Assign and clearly communicate goals and standards
- Provide constructive feedback to Supervisors and Debt Counsellors. Implement Performance Improvement Programs and Corrective Disciplinary action when necessary
- Champion our client’s brand by ensuring professionalism on all interactions and communication
- Mentorship of personnel to develop future management candidates
- Other duties as assigned
Qualifications
- Minimum of 2 years of relevant collections/call centre supervisory experience (preferred with solid knowledge of credit and collection procedures)
- Demonstrated history of successful realization of targets (proof may be requested)
- Able to work full-time hours with a flexible schedule
- Able to work remotely and on-site and occasionally attend local off-site client meetings
- Able to solve problems effectively and creatively
- Excellent analytical, communication and negotiation skills
- High level of professionalism, tact, and empathy
- Ability to manage competing priorities and deadlines
- Able to maintain an objective/non-judgmental position even when talking with clients about emotional/difficult situations
- Adherence to strict security policies/procedures and regulatory requirements both federal and provincial as well as enterprise.
- Must be well-versed with credit and collection practices preferably in an operation oversight capacity
- Good working knowledge of MS Office software
- Excellent leader and mentor with a high level of integrity and ethics
- Must be detailed-oriented and diligent with strong interpersonal skills
- Adept at problem solving and asking probing questions
- Ability to work in a high pace environment
- Ability to achieve performance targets
NOTE: Salary offered will be based on the skills and experience of the individual
We thank applicants for your interest, however, only those selected for an interview will be contacted.
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Pay: $38,396.49-$60,000.00 per year
Work Location: Hybrid remote in North York, ON M2J 4Y7
