What does an outstanding Operations Workflow Manager do?
You will assist the Director in leading and directing the day to day operations of a Collections Call Center environment. You'll ensure the business are performed in compliance with all applicable regulations and internal performance standards in order to meet or exceed the monthly goal objectives of the department budget.
In this role, you can expect to:
- Support the director providing recommendations to improve productivity, quality and customer-service standards, resolve problems, complete audits and identify trends to boost performance and efficacies within the collections department
- Lead segments of the center's operations to ensure contractual quality and service level standards are maintained while ensuring optimum profitability
- Facilitates the group to work in a team environment and leverages technical talent to share and transfer of knowledge. Promotes teamwork to achieve commons goals; while encouraging individual contribution
- Monitor key performance indicators and corrective actions
- Modelling successful collections workflows and SOP’s
- Serve as the primary point of contact (POC) to resolve escalation process in accordance with technical support, policies and procedures
- Analyze process workflows, communicate customer issues with the director and advise ways of improving the customer experience, including resolving problems and complaints
Basic qualifications for consideration:
- Critical Thinking and problem-solving skill
- Sense of urgency
- Minimum of 4 years of overall project management experience
- Supervisory and/or management experience is required, preferably in collections.
- Bachelor's degree preferred
- Some travel is required.
R-10370128
