Director – Call Center


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Full-time

Work Site Location: Onsite – 1851 S. Alverno Rd. Manitowoc, WI 54220

Summary

The primary responsibility of the Director – Call Center is to drive increased revenue in the company’s bad debt operations, including providing effective leadership across the division to ensure continuous improvement of the client, consumer, and employee experience.  This position supports the culture while driving the overall direction of call center strategies aligning with company goals and objectives.

Description of the Work Environment

Our culture at Americollect is simple: have fun, work hard, demand improvement of yourself and your teammates, and respect others. These aren’t just words at Americollect. You’ll see this in action everyday. And you’ll be rewarded for it!

We offer competitive benefits including: insurance and flexible spending accounts (FSA), paid time off after only 30 days, retirement plans, casual dress code, flexible work schedules, and more. Americollect has been named one of the best companies to work for in collections, nationwide every year since 2009!

Expectations

An individual in this position must be able to successfully perform the duties and responsibilities listed below. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

  • Manages the strategic direction of the department to operate a world class call center while supporting a culture of “Ridiculously Nice Collections.”  Participates in organizational strategic planning meetings and project execution
  • Responsible for overall direction of medical debt collections.  Develops individual and department goals and objectives.  Collaborates with all department leaders to ensure a collective effort in supporting company goals and objectives
  • Provides dynamic leadership to mentor, develop and guide leaders and teammates to support organizational growth and succession planning.  Monitors staffing and forecasting for department to determine appropriate resource allocation
  • Evaluates reports, decisions, and results of department in relation to established goals supporting evidence-based decision making. Recommends innovative approaches, policies, and procedures to continually improve efficiency of the department and organization
  • Facilitates and encourages effective departmental and cross-functional communication
  • Supports and/or leads process improvements to achieve operational effectiveness resulting in higher client, consumer, and employee satisfaction
  • Stays abreast of current and changes to legal/compliance requirements and government regulations affecting medical debt collections.  Ensures policies, procedures, and reporting are in compliance.
  • Procures vendors and other partners, as necessary
  • Leads and/or participates in a variety of staff meetings as well as organizational meetings and external training sessions and seminars as requested/needed
  • Performs all duties above with the highest level of integrity and confidentiality
  • All other duties as assigned

Preferred Qualifications

Education
Associate Degree or higher in a business-related field, or relevant experience.

Experience/Training

  • Minimum 10 years of call center management experience, with leadership in the collection industry a plus
  • Knowledge of the FDCPA, TCPA a plus
  • Demonstrated effectiveness in developing others
  • Experience with process improvement related to internal systems, processes, and procedures

Technology/Equipment

  • Intermediate experience with Microsoft Office Excel, Outlook and Word
  • Proficiency with data management software (e.g. call center database)

Job-Specific Competencies

  • Interpersonal Skills: Builds meaningful relationships. Focuses on solving conflict and assumes ownership; maintains confidentiality; effectively listens to others; demonstrates emotional control; open to others’ ideas and trying new approaches.
  • Verbal Communication: Speaks clearly and persuasively in positive or negative situations; listens and solicits clarification; responds well to questions; demonstrates group presentation skills; consistently participates in meetings to share best practices and generate solutions.
  • Language Skills: Reads, analyzes, and interprets general business documents, professional journals, technical procedures, or governmental regulations. Writes reports, business correspondence, and document procedures. Effectively presents information and responds to questions from groups of managers, clients, customers, and the general public. Influences others toward ideal outcomes.
  • Strategic Mindset: Thinks strategically and creatively to drive innovation to best serve clients, consumers, and employees. Understands the business. Creates and executes action plans. Makes complex decisions. Creates new and different solutions. Develops visions for others.
  • Mathematical Skills: Ability to perform basic math calculations and compute rate, ratio, and percent. Creates and interprets data for graphing.
  • Reasoning Ability: Solves practical problems and deals with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, verbal, diagram, or schedule form. Decisive. Brings insight to the team and business. Intellectual curiosity.
  • Resilience: Thrives in a high-pressure work environment. Hands-on approach. Flexible. High dependability – is there to support the business when needs change. Manages conflicting priorities of daily responsibilities. Continuously prioritizes changing workload.

Competencies

  • Integrity
  • Accountability
  • Positive Attitude
  • Adaptability
  • Team Oriented
  • Process Design & Development
  • Consumer Needs, Assessments & Solutions

Working Environment

This is an office/call center environment with a moderate noise level. While performing the duties of this job, the employee is frequently sitting for long periods of time and typing, entering data and reading on a computer.

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