Senior Manager- Operations - Onsite Mason, Ohio (Collections)

Transworld Systems Inc; Ohio; On-site; USD 50,000 - 90,000; Full time

Job summary

An established industry player in customer relationship outsourcing is seeking a dedicated manager to lead their team. In this pivotal role, you will be responsible for maintaining productivity, managing staff development, and ensuring compliance with regulations. The ideal candidate will possess strong leadership and negotiation skills, along with the ability to foster a collaborative team environment. This is a fantastic opportunity to contribute to a company with over 50 years of experience in the industry, where your efforts will directly impact the success of the organization. If you're looking for a rewarding position that challenges you and allows for professional growth, this role is perfect for you.

Qualifications

• Bachelor's degree or equivalent work experience required.
• 4-5 years of management experience preferred.
• Strong negotiation, leadership, and managerial skills needed.

Responsibilities

• Maintain productivity reports and manage team performance.
• Coordinate staffing and ensure compliance with standards.
• Develop incentive plans and achieve revenue goals.

Skills

Leadership Skills

Negotiation Skills

Team Management

Time Management

Confidentiality

Multi-tasking

Organizational Skills

Effective Communication

Education

Bachelor’s Degree

Relevant Work Experience

Tools

Microsoft Word

Microsoft Excel

Job description

Overview

Transworld Systems, Inc. is an industry leader, customer-first provider of customer relationship outsourcing services, accounts receivable management, loan servicing and legal services for many of the world’s leading companies. We have over 50 years of experience in handling customer contacts and interactions across a broad spectrum of industries.

Responsibilities

1. Maintain individual and department productivity reports.
2. Publish daily, weekly, monthly, and year to date statistics.
3. Respond to system issues, escalated calls & inquiries in a timely and knowledgeable manner.
4. Manage unit productivity, monitor workload, and ensure that quality standards are consistently achieved and guidelines are followed.
5. Establish organizational structure by assigning responsibilities, delegating authority, recruiting, selecting, and providing support in staff development.
6. Manage, train, and develop team members.
7. Coordinate daily staffing such that personnel are utilized in a cost-effective manner, eliminate redundancies and maximize recoveries.
8. Administer programs and action plans to meet service and productivity goals.
9. Develop and implement new incentive plans as needed.
10. Overall responsibility for achieving revenue goals.
11. Knowledge, understanding, compliance and enforcement of all applicable Federal, State and Local laws and regulations.
12. Knowledge, understanding and compliance with TSI policies and procedures.
13. Responsible for progressive discipline with regards to attendance, performance and all aspects of company policy up to and including termination.
14. Accountable for all decisions, actions and directives with respect to job responsibilities.
15. Ensure compliance with client, office and company standards, policies and procedures.
16. Provide feedback to management concerning possible problems or areas of improvement as well as team performance.
17. Perform other duties as assigned by management.

Qualifications

1. Bachelor’s Degree or equivalent relevant work experience.
2. 4 years of related and/or management experience required.
3. 5 years of related and/or management experience preferred.
4. Excellent product knowledge.
5. Ability to direct and motivate others in a team fostered environment.
6. Ability to work in a multi-tasked environment.
7. Ability to prioritize and organize work.
8. Must possess strong negotiation, leadership and managerial skills.
9. Also requires a high degree of confidentiality.
10. Must possess excellent computer skills to include: knowledge of Microsoft Word and Excel.
11. Strong work ethic that exhibits high ethical and moral standards.
12. Must be able to communicate effectively, manage time effectively to ensure production standards are always maintained.

Physical Requirements:

Normal, corrective vision range; ability to see color and to distinguish letters, numbers and symbols. Frequently required to sit, stand, walk, talk, hear, bend and reach. Ability to reach with hands and arms. Occasionally lift and/or move up to 30lbs.

Work Conditions:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. You are acknowledging that you can perform the essential functions with or without a reasonable accommodation. The noise level in the work environment is usually moderate. The work environment is primarily indoors. The position requires little to no travel.

This job description is not an exclusive or exhaustive list of all job functions that a team member in this position may be asked to perform. Duties and responsibilities can be changed, expanded, reduced or delegated by management to meet the business needs of the company.