Manager – Collections


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Full-time

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

Summary

The Manager – Collections provides leadership and direction for Team Leaders that manage 35+ employees in a call center environment. The primary responsibility of this role is to develop the skills and abilities of the department’s employees, to develop compliant policies and procedures that meet the business need, and to continuously improve the operations of the department.

The Manager – Collections ensures that the service provided to clients and consumers is prompt, professional, compliant, and Ridiculously Nice.

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 was 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.

  • Monitors the overall performance of call center employees, developing communications and training materials to address knowledge gaps within the department. Selects talent, and provides direct leadership to Team Leaders, communicating job expectations, setting goals, motivating, coaching, and monitoring performance results. Develops performance improvement plans where necessary. Holds teammates accountable.
  • Develops programs to enhance and maintain the overall engagement and productivity of the department’s employees.
  • Leads department-wide and cross-organizational improvement projects while ensuring the compliance of policies and procedures.
  • Collaborates to ensure the cohesiveness of the department’s processes and procedures with other areas of the business.
  • Utilizes reporting tools to extract data, using the data to draw conclusions about the department’s business results. Translates those conclusions into action plans for department or company-wide initiatives.
  • Maintain records and produces clear and thorough documentation.
  • Partners with Human Resources to develop hiring strategies to meet the needs of the growing department. Participates in the interviewing and selection of new hires.
  • Stays abreast with the changing trends and regulations of the medical collections industry, sharing this knowledge with the department.
  • Pursues professional development in the form of educational workshops, seminars, conferences, industry publications, societies, or networking opportunities.
  • All other duties as assigned.

Preferred Qualifications

Education

  • Bachelor or Associates Degree Preferred

Experience/Training

  • 2+ Years of Management Experience
  • Prior Call Center Experience Preferred
  • Demonstrated effectiveness in developing and coaching others
  • Experience with process improvement related to internal systems, processes, and procedures

Technology/Equipment

  • Advanced knowledge of Microsoft Office Excel, Word, Power Point & Outlook

Other

  • Strategic Leadership & Management
  • Communication, Verbal & Written
  • Analytical Problem Solving
  • Extraction, Analysis & Interpretation of Data
  • Project Management
  • Delegation
  • Prioritization

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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