- US and Mexican Master clients
- Attractive Monthly base Salary
- Guarantee monthly bonus during training
- Internet Bonus
- Grocery tickets
- Health, Dental and Life insurance
MX Collections Manager - Mexico City, México - Concord Servicing
Descripción
Summary: Manages and directs our CC teams in the Mexico city office in accordance with the organization's policies and applicable laws. Responsibilities include: review and define monthly goals for each team, review KPI to take decisions regarding staffing, working strategies, collaborate to define policies and procedures. Collaborate in business relationships with clients.
Essential Duties and Responsibilities:
o Review consoles workloads daily and team's working schedules to make sure to complete daily work, meet client contractual obligations and client expectations.
o Monitor daily results (daily roll rates) for various clients to define a strategy to reach goals including, but not limited to:
o Participates in client's meetings/conferences and follow up in the agreements.
o Evaluate workloads to determine the need to increase or decrease staff
Description of individual responsibilities:
o Handles Manager's Calls as needed.
o Reviews consoles workloads, prioritize work and review the follow-up dates for all collections consoles.
o Participates and provides suggestions regarding our Strategic Planning in the Contact Center
o Reviews weekly and monthly QA and Compliance scores for each team and to ensure team members are performing assigned duties correctly and efficiently.
o Leads each team's monthly meetings.
o Prepares and schedule all team's monthly training sessions together with the Supervisors and Corporate trainer.
o Collaborates with Supervisors to administer employee performance reviews, write ups. Coaching sessions, etc.
o Reviews month end reports from Master clients to define the correct strategy to reach goals.
o Prepares monthly meetings with each CC team to evaluate results from previous month, goals, QA and Compliance results, define working strategy, etc.
o Schedules and complete annual performance appraisals with Supervisors.
o Authorizes sure-pays and customer service awards.
o Reviews monthly contests for each h CC team.
o Provides a summary on the call recordings requests from any client.
o Reviews/Supports each Supervisor duties completion.
o Assist sin training and orientation to all new team members.
o Reviews and participates to update client's parameters.
o Provides performance warnings (write-ups) and offers constructive feedback together with Supervisors.
o Enforces, reviews and collaborates to evaluate current policies and procedures; make recommendations for amendments as necessary.
o Reviews accounts in Management review tier in consoles
Requirements
Qualification/Requirements:
o Prior collections experience (3+ years)
o Knowledge of FDCPA and State rules and regulations
o Prior Supervisory / Management experience - preferred
o Predictive Dialer experience
o Basic knowledge of Timeshare operations – preferred
o Basic knowledge of Home Improvement operations - preferred
o Business degree or equivalent - preferred
o Basic Computer Skills
o Knowledge of Microsoft Office
o Ability to read, write and speak English fluently. Bilingual (English/Spanish) a plus
o Good communication skills, both written and verbal
o Leadership experience and the ability to provide support and direction to develop and motivate a team
o Ability to communicate and meet company goals and objectives
o Must be willing to work in excess of 40 hours per week when business conditions or special projects make such scheduling necessary.
Must willing and able to travel as required by clients/projects
Skills: Results-oriented, Goal Management, Effective Communication, Sense of urgency, Negotiation skills
Benefits