AMVETS Jobs

Job Information

Alorica Collections Manager in Omaha, Nebraska

GET TO KNOW ALORICA

At Alorica, we only do one thing – make lives better, one interaction at a time. We’re a global leader in customer service and experience, serving the world’s biggest brands with tens of thousands of employees in hundreds of locations around the globe.

JOB SUMMARY

Performs difficult management level work overseeing broad aspects of a client program(s) at call center facility. Exercises broad oversight over 50 – 150 + subordinate personnel.

JOB RESPONSIBILITIES

• Enforce daily service objective performance goal of 95%

• Enforce development of supervisor team to including establishing performance expectations, training, coaching, and performance appraisals

• Provide recommendations on improving collections techniques and tools

• Review and investigate any customer / client complaints

• Work with Compliance, Client and Legal to resolve and document all issues

• Ensure performance goals and met to pre-established expectations

• Manage and monitor project start-up, assessing needs, design and development

• Implement innovative approaches to maximize efficiency and profitability

• Oversee and review the daily IT process to ensure that results are reported accurately

• Monitor and report on project and program results

• Maintain effective levels of communication at all levels of all pertinent information, to include corporate and/or client objectives, performance outcomes and expectations, etc.

• Oversee efforts to address problems related to program performance

• Develop and manage all support staff working with Operations

• Ensure Quality Assurance feedback is obtained by all telephone representatives for training and quality improvement purposes

• Administer performance appraisals and corrective action as required

OTHER RELATED DUTIES

• Hold Team Managers accountable for high level of professionalism, maturity, and ethical behavior

• Oversee the selection and training of all subordinate personnel, in coordination with the Human Resources Department/Team Managers

JOB REQUIREMENTS

  • Minimum Education and Experience:*

• Bachelor’s degree required or related equivalent experience

• Extensive experience in project management and operations management in a collections and call center environment. (5 years +)

Preferred (not required):

• Bilingual English and Spanish

Licenses and/or Certifications:

• None

Knowledge, Skills and Abilities:

• Client advocates with strong customer service and Collections skills

• Excellent interpersonal skills

• Ability to manage numerous programs requiring attention to detail

• Flexibility and versatility in problem analysis and resolution

• Ability to communicate across functional lines particularly as regards database development

• Demonstrated knowledge of interviewing and selection process

• Working knowledge of dialer functionality and call campaigns

• Working knowledge of collections regulations, including but not limited to (FDCPA) Fair Debt Collections Practices Act

  • Work Environment:*

• Frequent sedentary work performed in a climate-controlled call center environment; Occasional work is performed standing.

Physical Demands:

• None

Equal Opportunity Employer - Veterans/Disabled

DirectEmployers