Call Center Collections Director

Mass Markets; Tampa (FL); On-site; USD 70,000 - 90,000; Full time

Job summary

Mass Markets is seeking an experienced Collections Operations Manager to oversee our outbound collections function in Tampa, Florida. The role focuses on driving collection performance, enhancing operational efficiency, and executing strategies that support business objectives.

The ideal candidate will lead collections teams, develop performance initiatives, and engage with internal stakeholders to ensure compliance and operational success. A commitment to ethical conduct and proven experience in call center operations is essential.

Qualifications

• Minimum of 6-10 years in a senior leadership role in debt collection or financial services.
• Proven track record of success in driving collections performance and managing teams.
• Thorough understanding of debt collection laws and compliance requirements.

Responsibilities

• Lead outbound collections function and drive performance to meet financial targets.
• Develop and implement strategic initiatives to optimize collections performance.
• Collaborate with stakeholders to address complex collection issues and maintain compliance.

Skills

Leadership

Analytical skills

Problem-solving

Communication

Project management

Education

Bachelor's degree in business administration, finance, or a related field

Master's degree or relevant certifications

Tools

Collection management software

CRM systems

Job description

Position 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.

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.

Candidate Qualifications

• 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.

Physical Requirements

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

Conditions of Employment

• Must be authorized to work in the country where the job is based.
• Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results.
• Must be willing to submit to drug screening. Job offers are contingent on drug screening results.

Reasonable Accommodation

Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.

Equal Opportunity Employer

At MCI and its subsidiaries, we embrace differences and believe diversity benefits our employees, company, customers, and community. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, where employees are treated with dignity and respect. All employees are responsible for fulfilling MCI's commitment to a diverse and equal-opportunity work environment.

MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. MCI will consider qualified applicants with criminal histories for employment in a manner consistent with local and federal requirements.

MCI will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, MCI's policy is to provide reasonable accommodation to qualified employees with protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.