Director Of Operations
Directs and coordinates all collections activities within call center, ensuring external client satisfaction on service and collection performance. Coordinates, manages and facilitates workloads, staff assignments, tasks and projects.Calculates and presents production goals based on client placements, expectations, type and other relevant parameters. Work with Director to propose adjustments to budget plans as necessary.Establishes adequate staffing levels to effectively manage all production goals. Adjusts levels as necessary for new business or expanded services.Continually assesses the quality and quantity of collection performance for Tier 1 and Tier 2 clients. Proactively evaluates performance for those clients, makes adjustments and initiates solutions to resolve issues timely, accurately and effectively. Seeks immediate performance improvements. Understands why and how client performance fluctuates and makes the necessary adjustments to rectify. Effectively uses collections’ systems to measure collection performance for clients and collectors, properly manage ongoing collections activities, achieve optimum results, and address and immediately resolve issues timely and accurately.Ensures an adequately trained collections’ staff is in place at all times to effectively and efficiently handle current and anticipated production goals. Oversees management activity relating to hiring, training, coaching, monitoring, appraising, disciplining and terminating.
