Manager, Operations

The Manager, Operations is responsible for overseeing daily call center, back office, and/or collections operations to ensure performance, compliance, quality, and revenue objectives are achieved.

Requirements

• Lead and direct daily operations of assigned teams to achieve service, quality, compliance, and revenue goals.
• Establish performance expectations and monitor productivity, call activity, collections or back-office results, and operational metrics.
• Coach, mentor, and develop supervisors and frontline staff to drive engagement, accountability, and performance improvement.
• Develop staffing plans and schedules to ensure appropriate coverage and efficient resource utilization.
• Monitor and analyze operational data, forecasts, and trends to identify risks and implement corrective actions.
• Prepare and deliver performance scorecards, projections, and management reports.
• Ensure strict adherence to company policies, client requirements, and applicable federal and state regulations, including FDCPA and related compliance standards.
• Address escalated customer or debtor concerns and support complaint resolution.
• Partner with cross-functional teams to resolve operational issues and improve processes.
• Lead interviewing, hiring, and onboarding efforts for team members and supervisory staff.
• Maintain accurate documentation related to attendance, performance, compliance reviews, and personnel actions.
• Drive continuous improvement initiatives to enhance productivity, customer satisfaction, and operational effectiveness.
• Perform additional duties as assigned.

Benefits

• Medical, Dental, & Vision Insurance
• Healthcare & Dependent Flexible Spending Accounts (FSA)
• Health Savings Account (HSA) with Employer Contribution
• Company Paid Life and AD&D Insurance
• Company Paid Short- & Long-Term Disability
• Employee Assistance Program (EAP)
• Business Travel Accident Insurance
• Corporate Travel Discounts
• Bonus & Incentive Compensation Programs
• 401(k) with Employer Match (Traditional/Roth/Safe Harbor)
• Paid Time Off
• 10 Company Holidays
• PTO Accrual
• Sick Time Accrual
• Parental Leave
• Jury Duty
• Bereavement
• Other Voluntary Benefits