Collections Operations Manager

About the role

Manages and coordinates the activities of workers engaged in collecting delinquent payments for auto loan accounts from customers. Responsible for forecasting, scheduling, reporting, auditing, and real‑time management of collection center operations. Analyzes workforce metrics, trends/patterns, and resource allocation to meet organizational needs. The position is responsible for the daily management of collection center service levels and auditing, developing and analyzing scheduled and ad hoc reports. It requires considerable operational and strategic coordination with internal and external partners (directors, team managers, vendors, and other functional departments). The role maintains awareness of schedule adherence, productivity, and performance levels, ensuring staff are informed in a timely manner of relevant policies and processes.

Responsibilities

• Manages and trains associates to meet departmental goals while ensuring compliance with company policies, providing constructive feedback, and fostering a cohesive team environment.
• Reviews accounts for potential repossession or legal action, assists with challenging collection cases, and addresses escalated customer and operational issues with solutions‑oriented strategies.
• Analyzes performance data to manage business results and improve associate productivity, making strategic decisions based on analytical insights to prioritize and achieve targets.
• Maintains a high level of professionalism, treating all contacts courteously, and excels in verbal, written, and presentation skills, with proficiency in Microsoft Office applications.
• Demonstrates strong problem‑solving abilities, attention to detail, and strategic thinking, with experience in project management and process improvement.
• Exhibits flexibility to meet changing shift requirements and ensures strict adherence to ethical standards and protection of sensitive consumer information.

Requirements

• Minimum 5 years of experience in Quality Control roles and at least 3 years in a collections call center environment, with emphasis on compliance, performance optimization, and customer resolution.
• Minimum 5 years in a leadership role.
• Bachelor’s degree.

Additional Requirements

Overtime required – required on an as needed basis. Travel 0‑10% – as required on an as needed basis. Must have reliable transportation and live within a commutable distance to Dallas, TX (Hybrid).

Physical Demands

• Regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear.
• Occasionally required to stand; walk; stoop; kneel; crouch; or crawl.
• Occasionally lift and/or move up to 10 pounds.
• Specific vision abilities required include close vision.

Work Environment

The noise level in the work environment is usually moderate.

Work Schedule

This position requires the ability to work various shifts to accommodate business needs. Typically, between the hours of 8 AM‑6 PM Monday through Friday and on weekends as needed. Travel is required 10% of the time.