Call Center Scheduling Manager jobs

Position Overview

This position oversees a team responsible for recovering outstanding debts from individuals and/or businesses on behalf of a client/s. The Collections/Call Centre Manager manages and guides collection supervisors and agents, ensuring compliance with enterprise and regulatory directives while striving to meet collection goals. The Collection/Call Centre Manager reports to the department Director.

Responsibilities

• Ensure appropriate staffing levels are maintained through scheduling and recruiting: Interview potential candidates; Propose changes of staffing levels to senior management; Propose incentive programs to senior management
• Identify training needs by completing and reviewing QA audits: Provide training and coaching geared to improving performance and audit results
• Create and maintain department training material
• Manage vacation schedules to minimize impacts to productivity
• Closely manage a team of Debt Counsellors and Collections Supervisors to ensure KPIs related to compliance, outbound and inbound metrics, and recovery targets are realized
• Communicate and document impactful changes in terms of processes, internal TCR policies and/or client directives to team members and ensure full and successful implementation
• Ensure work plans are executed as designed. Areas of opportunity are to be suggested to upper management and Analytics for consideration.
• Work closely with client(s) and attend required client meetings, presentations, and audits
• Assign and clearly communicate goals and standards
• Provide constructive feedback to Supervisors and Debt Counsellors. Implement Performance Improvement Programs and Corrective Disciplinary action when necessary
• Champion our client’s brand by ensuring professionalism on all interactions and communication
• Mentorship of personnel to develop future management candidates
• Other duties as assigned

Qualifications

• Minimum of 2 years of relevant collections/call centre supervisory experience (preferred with solid knowledge of credit and collection procedures)
• Demonstrated history of successful realization of targets (proof may be requested)
• Able to work full-time hours with a flexible schedule
• Able to work remotely and on-site and occasionally attend local off-site client meetings
• Able to solve problems effectively and creatively
• Excellent analytical, communication and negotiation skills
• High level of professionalism, tact, and empathy
• Ability to manage competing priorities and deadlines
• Able to maintain an objective/non-judgmental position even when talking with clients about emotional/difficult situations
• Adherence to strict security policies/procedures and regulatory requirements both federal and provincial as well as enterprise.
• Must be well-versed with credit and collection practices preferably in an operation oversight capacity
• Good working knowledge of MS Office software
• Excellent leader and mentor with a high level of integrity and ethics
• Must be detailed-oriented and diligent with strong interpersonal skills
• Adept at problem solving and asking probing questions
• Ability to work in a high pace environment
• Ability to achieve performance targets

NOTE: Salary offered will be based on the skills and experience of the individual

We thank applicants for your interest, however, only those selected for an interview will be contacted.

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Pay: $38,396.49-$60,000.00 per year

Work Location: Hybrid remote in North York, ON M2J 4Y7