Call Center Collections Director

Job Description

Job Description

Overview

MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs.

At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization.

We are seeking an experienced and results-oriented Collections Operations Manager to lead and optimize our outbound collections function. This role is responsible for driving collection performance, enhancing operational efficiency, and ensuring the successful execution of strategies that support business objectives and financial targets.

As a key leader within the organization, you will oversee day-to-day collections operations, develop and implement performance improvement initiatives, and lead high-performing teams to achieve and exceed key performance indicators. You will collaborate with internal stakeholders to refine processes, improve customer engagement strategies, and ensure compliance with all applicable regulations and company standards.

The ideal candidate is a strategic thinker with strong leadership capabilities, a proven background in collections management, and a passion for developing teams and delivering results. If you thrive in a fast-paced environment and have a track record of driving operational excellence, we encourage you to apply and become an integral part of our growing organization.

To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

Responsibilities

Key Responsibilities:

• Develop and implement strategic initiatives to optimize outbound collections performance, maximize recovery rates, and minimize delinquency.
• Lead and oversee all aspects of outbound collections operations, including strategy development, process improvement, and performance management.
• Establish collection goals, targets, and key performance indicators (KPIs) in alignment with organizational objectives and ensure team members are equipped to meet or exceed these goals.
• Provide leadership, direction, and guidance to the collections team, including managers, supervisors, and agents, to ensure adherence to policies, procedures, and best practices.
• Analyze collection data, metrics, and trends to identify areas for improvement, develop actionable insights, and implement strategies to enhance collections efficiency and effectiveness.
• Collaborate with internal stakeholders such as finance, operations, and legal departments to address complex collection issues, resolve disputes, and ensure compliance with regulatory requirements.
• Foster a culture of continuous improvement, innovation, and accountability within the collections team, encouraging creativity, initiative, and professional development.
• Develop and maintain relationships with external partners, vendors, and industry contacts to stay abreast of industry trends, best practices, and emerging technologies in collections management.
• Prepare and present regular reports, performance updates, and strategic recommendations to senior management and stakeholders, highlighting achievements, challenges, and opportunities.
• Stay updated on relevant regulations, laws, and compliance requirements governing debt collection practices, and ensure the collections team is trained and compliant.

Qualifications

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

All positive, and driven applicants are encouraged to apply. The Ideal candidates for this position are highly motivated, dedicated and should possess the below qualities:

• Bachelor's degree in business administration, finance, or a related field; master's degree or relevant certifications preferred.
• Proven experience in debt collection, call center operations, or financial services management, with a minimum of 6-10 years in a senior leadership role.
• Strong leadership, strategic planning, and decision-making skills, with the ability to inspire, motivate, and empower teams to achieve results and exceed performance targets.
• Proven track record of success in driving collections performance, achieving targets, and managing a high-performing collections team.
• Thorough understanding of debt collection laws, regulations, and compliance requirements, with a commitment to ethical conduct, integrity, and professionalism.
• Excellent analytical and problem-solving skills, with the ability to analyze data, identify trends, and make data-driven decisions to improve performance and mitigate risks.
• Effective communication and interpersonal skills, with the ability to interact with diverse stakeholders, build relationships, and influence outcomes.
• Experience in implementing and leveraging collection management software, CRM systems, and other relevant tools to streamline operations and improve efficiency.
• Strong project management skills, with the ability to plan, organize, and execute initiatives on time and within budget.
• Demonstrated ability to thrive in a fast-paced, dynamic environment, prioritize competing demands, and adapt to changing business needs and priorities.
• High level of integrity, professionalism, and ethical conduct in dealing with sensitive customer information and financial matters.