Job Description:
Advanced Call Center Technologies LLC. (ACT), is a performance driven provider of contact center and back office support services. With over a decade of successes, many leading companies in the financial services, communications, and technology industries rely on ACT for proven results managing their customer relationships.
Our Johnson City, TN contact center is the largest of our six U.S.-based centers and we’re growing our business rapidly. Due to this growth we are looking for an experienced Collections Manager to lead and direct a team of collection associates in providing consumer debt collection service for our national client. The Collections Manager will maximize team performance through training, motivation, and incentive programs; determine revenue and call volume quotas; set team performance standards and goals; monitor program effectiveness and report on productivity to project leaders and clients.
Lead and direct a team of 5-6 supervisors and 120+ call center collections associates in providing exceptional performance.
Manage the overall direction, development, and performance of the department.
Manage staffing levels and scheduling to optimize performance, including planning, assigning, and directing work.
Monitor program effectiveness and report on productivity to project leaders and clients.
Address customer and client complaints and resolve problems.
Interview, select and train new associates.
Complete team member performance appraisals.
Lead the reward and recognition programs for the team,
Develop and formally counsel employee performance and conduct.
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