Call Center Collections Manager

About the role

MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs. At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization.

Responsibilities

• Provide leadership, guidance, and support to a team of collections supervisors and agents, fostering a positive and high-performing work environment.
• Set clear performance expectations, goals, and targets for the collections team, and monitor progress against key metrics, including collection rates, call quality, and productivity.
• Develop and implement strategic plans, initiatives, and campaigns to optimize debt recovery efforts, enhance operational efficiency, and maximize collections.
• Identify opportunities for process improvements, technology enhancements, and workflow optimizations to streamline operations and improve performance.
• Monitor and analyze key performance metrics and trends related to collections performance, call volumes, recovery rates, and customer satisfaction.
• Conduct regular performance reviews, provide feedback, coaching, and training to collections supervisors and agents to drive continuous improvement and achieve performance targets.
• Ensure compliance with all applicable laws, regulations, and industry standards governing debt collection practices.
• Implement and enforce policies, procedures, and controls to maintain compliance with regulatory requirements and mitigate operational risks.
• Establish quality assurance programs and processes to monitor the quality and effectiveness of collections activities, including call monitoring, audits, and compliance reviews.
• Identify areas for process improvement, efficiency gains, and automation opportunities to enhance productivity, accuracy, and customer experience.
• Collaborate with internal stakeholders, including senior management, legal, compliance, and operations teams, to align collections strategies with business objectives and priorities.
• Communicate regularly with stakeholders to provide updates on performance, initiatives, and challenges, and solicit feedback to inform decision-making and drive continuous improvement.
• Develop and manage departmental budgets, allocate resources effectively, and optimize staffing levels to support operational needs and achieve financial targets.
• Monitor expenses, analyze variances, and implement cost-saving measures to ensure efficient use of resources and maximize return on investment.

Requirements

The ideal candidate possesses strong leadership skills, a proven background in collections management, and the ability to analyze performance data to drive results.

Qualifications

• Associate degree, Certification or Equivalent Combination of Training and Experience
• Proven experience in debt collection, call center operations, or financial services management, with a minimum of 4 years in a managerial role.
• Strong leadership and people management skills, with the ability to inspire, motivate, and empower teams to achieve results and exceed performance targets.
• Athorough understanding of debt collection laws, regulations, and compliance requirements, with a commitment to ethical conduct, integrity, and professionalism.
• Excellent analytical and problem-solving skills, with the ability to analyze data, identify trends, and make data-driven decisions to improve performance and mitigate risks.
• Effective communication and interpersonal skills, with the ability to interact with diverse stakeholders, build relationships, and influence outcomes.
• Proficiency in using call center technology, CRM systems, and analytics tools to manage operations, track performance, and drive continuous improvement.
• Strong project management skills, with the ability to plan, organize, and execute initiatives on time and within budget.
• Demonstrated ability to thrive in a fast-paced, dynamic environment, prioritize competing demands, and adapt to changing business needs and priorities.

Skills

• Leadership and People Management
• Data Analysis and Problem Solving
• Communication and Interpersonal Skills
• Debt Collection Laws and Compliance
• Project Management
• Call Center Technology and CRM Systems
• Quality Assurance Programs
• Process Improvement and Automation
• Stakeholder Communication and Influence

Benefits

At MCI, we offer a comprehensive benefits package that includes:

• Health Insurance
• Retirement Plans
• Employee Assistance Programs
• Flexible Spending Accounts
• Time Off and Paid Leave
• Professional Development Opportunities

Pay

Competitive salary and bonus structure based on experience and performance.

Schedule

Full-time position with flexible working hours to accommodate the needs of the role and the business.