Operations Manager

The Assistant Manager role supports the Management staff in the daily operation of the business. Under the direction of the Operations Manager, the Assistant Operations Manager is responsible for supervising various functions including but not limited to coaching, monitoring, training, scheduling, and reporting agent performance. Diligently performing the job duties are essential to the team’s success. This position supports First Party Litigation Program for a major US Bank.
Essential Functions
• First Party/3rd Party Collection and/or litigation experience wanted.
• Greet staff at the beginning of their shift • Verify attendance, manage agent schedules and timecards in accordance with the established timekeeping policies. Maintain staffing updates and provide reporting to Management.
• Answer questions from staff on company and client policy and procedures. Handle agent concerns in a professional manner and escalate concerns to Management.
• Work with management to motivate and drive the production floor; promote monthly contests.
• Consistently meet site collection and competitive goals.
• Work with management to monitor, train and develop the Collection Coach, Team Leads and Collection staff. Work with agent team leads and set daily goals/agenda, address concerns/opportunities/positive feedback, when applicable.
• Prepare and complete monthly performance reviews with collectors, provide metrics to agents.
• Conduct side by side coaching with Agents. Observe, through listening and looking at systems, the manner in which collection calls and accounts are worked. Coach through calls and take over calls as needed, for training and escalation purposes. Observation may be performed by sitting next to agents and walking the call center floor.
• Participate in call calibrations internally and with the client (when applicable)
• Verify checks entered into the system, review account recodes, review and approve Settlements per established procedures, approve stipulation agreements, review and respond to credit balance inquiries
• Review and analyze client and internal reports, share feedback with management, provide areas of opportunity to collectors, update internal reports with new data.
• Interact with Attorneys and admin staff pertaining to legal processes. Assist Attorneys with requests for call notes, recordings and related items.
• Plan and provide daily agenda for team huddles to agents, update monthly office goals and daily targets as directed by Management.
• Review agent files for work efforts, set up Pool and Custom queues, validate activation, review payment screens and status codes, and account guidelines are being met per established policies and procedures.
• Review and assess skip tracing efforts, shadow/monitor calls, reinforce use of call model and tools.
• Conduct agent meetings and training sessions to facilitate learning of new client procedures.
• Participate in the interview process, make hiring decisions. •
Monitor live calls through the company phone system and document findings. When applicable, coach and/or take over calls as necessary, for training and escalation purposes.
• Listen to recorded calls with agents and review agent strengths and opportunities. Complete coaching forms and track and maintain coaching in accordance with established procedures.
• Make Collections calls and efficiently manage collection accounts according to Company and Client work standards:
• Provide second voice on accounts as needed and according to established procedures.
• Make calls on accounts that require follow up per established procedures
• Assist with preparing and meeting with employees to review coaching and disciplinary forms in accordance with company policy.
• Partner with Collection Coach to ensure agents receive required training modules and policy and procedure updates, and work on monthly client quality review.
• Participate in Management meetings.
• Knowledge, understanding, and compliance with all Federal, State, and Local laws and regulations, within functional area, and with Company policies and procedures.
• Adhere to the practices outlined in the Information Security Management System.
• Communicate professionally and appropriately with clients, consumers, co-workers, and management at all times.
• Meet required criteria for work schedules and adhere to attendance policies as outlined in the Employee Handbook and site policies and procedures.
• Provide proactive feedback to management concerning potential problems and recommendations for improvement. Recommend process improvements for efficiencies and best practices
• within the initial description of the position itself.
• Non-Essential Functions
• Perform other duties as assigned Supervisory Responsibilities/Accountabilities
• This position requires Supervisory Responsibilities/Accountabilities Requirements
• High School diploma or equivalent, Associates or Bachelor’s degree preferred
• Working experience with Microsoft Office Products (Outlook, Excel, Word, PowerPoint)
• Minimum 2-3 years of collection experience. Prior training and/or supervisory experience preferred.

*Background checks and new hire drug screens are performed.

Radius Global Solutions, LLC is an Equal Opportunity Employer EEO/Veteran/Disabled