Director, NACS Collections

Job Title:  NACS Collections Director

Department:  NACS Call Center

Reports to: COO  

FLSA Status:  Exempt 

Revised: February 2023

JOB BRIEF

The Director of NACS Call Center is involved in directing the daily operations, call center activity, and will oversee the collection efforts and delinquency controls of the company, ensuring money owed is billed and received correctly and promptly. They are responsible for developing, implementing, and overseeing strategic business plans and initiatives within the center that effectively balances customer experience, employee experience, and operational efficiency.

RESPONSIBILITIES 

• Researches, develops, and facilitates collection procedures according to company polices.
• Accountable for leading operational areas and promoting an environment of creativity and ideation.
• Foster a workplace culture of open communications and partnerships among colleagues who challenge each other for optimal results.
• Take ownership for strategic level initiatives from inception to implementation.
• Develop leaders – set ambitious goals for team, build robust development plans and take bold action to ensure we have a strong and diverse leadership team.
• Proactively identify and research issues, exercising creative and consultative business problem solving methods.
• Collaborate with critical business leaders to share data, metrics, and customer feedback; identify and resolve issues, implement workflow processes.
• Engage cross-functional teams as the primary business owner responsible for initiative-taking efficiency and/or product development projects related to the service center.
• Apply broad business understanding of internal and external trends; leverage technology to drive change and operational efficiency.
• Attract, build, and strengthen exceptional leadership qualities at all levels of the organization.
• Performs other related duties as assigned.

QUALIFICATIONS  

• Experience working through organizational change, with a demonstrated record of accomplishment of continuing responsibilities, creativity and innovation, including evidence of solution design.
• Ability to implement change in a positive and forward- thinking manner.
• Ability to work independently and seek supervision appropriately.
• Self-starter with a willingness to try new ideas.
• Positive, can-do attitude coupled with a sense of urgency.
• Good judgment and ability to act decisively at the right time.
• Ability to persuade others and develop consensus.
• Must be well organized, able to multi-task, detail oriented, and able to complete projects and assignments in a timely manner.
• Effective communication skills both in written and verbal presentation with a communication style that is open and foster trust, credibility and understanding.
• Flexibility and ability to respond to changing priorities.
• Computer proficient (experienced with Microsoft Office Suite).

EDUCATION and/or EXPERIENCE 

• Bachelor’s degree, required.
• Minimum 5 years of people management experience with demonstrated ability to deliver results and develop talent including coaching and leading managers.
• At least three years of experience in collection and credit work, with at least one in a supervisory or managerial position.
• Extensive knowledge in remote workforce management including large call center staff supporting multiple business lines, call queues, shifts and differing service level goals.
• Knowledge of workforce management techniques, budgeting, call flow optimization, and staffing models.
• Experience in designing and implementing helpdesk and call center quality assurance and training programs. Impeccable customer service skills.

LANGUAGE SKILLS 

Position requires ability to read and comprehend basic instructions, general correspondence, and memos.  In addition, ability to write office correspondence, effectively present information in one-on-one and small group situations to customers, clients and other employees of the organization is required.

MATHEMATICAL SKILLS 

Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals.  

REASONING ABILITY 

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

PHYSICAL DEMANDS  

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear.  Specific vision abilities required by this job include ability to adjust focus.

WORK ENVIRONMENT  

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  The noise level in the work environment is usually moderate.