Operations Manager

Key Responsibilities

• Manage daily collection operations and ensure achievement of recovery and productivity targets.

• Supervise team leaders, collection supervisors, and collection agents.

• Develop and implement operational strategies to improve collection rates and customer outcomes.

• Monitor key performance indicators (KPIs) such as recovery rate, promise-to-pay conversion, right-party contact rate, and agent productivity.

• Ensure compliance with debt collection regulations, company policies, and client requirements.

• Conduct performance reviews, coaching sessions, and training programs.

• Analyze operational reports and identify trends, risks, and improvement opportunities.

• Collaborate with clients and stakeholders to address service delivery requirements.

• Manage workforce planning, scheduling, and resource allocation.

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