Collections/Contact Center Manager in Rochester, NY


ConServe Posted: 2021-08-24

Rochester, NY 14623

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The Collections/Contact Center Manager manages and develops staff with the purpose of increasing productivity and maintaining compliance expectations.

**Please note that this is currently a hybrid position with 3 days onsite in the Henrietta Office and 2 remote days per week. The position will eventually be 100% onsite.

Essential Duties & Responsibilities:
• Communicate objectives, plans, and other topics as assigned by Operations Management
• Develop and train staff to meet goals and fulfill requirements.
• Review staff’s basic activity daily; perform weekly monitoring and work audits.
• Perform regular evaluations with all staff and provide feedback, guidance training, recommendations for improvement, and if necessary disciplinary action.
• Identify areas needing improvement and work with Management on solutions.
• Ensure execution of agendas and schedules as defined by Management.
• Lead by example by demonstrating a positive and enthusiastic attitude for others to follow.
• Achieve personal monthly performance objectives.
• Review and approve schedules and timekeeping records.
• Adhere to ConServe’s Professional Practices Management System (PPMS), Code of Conduct, and Compliance program.
• Reinforce and retrain staff on policies and procedures.
• Identify and train potential candidates for advancement.
Skills/ Requirements:
• Six (6) months of Management or Supervisory experience
• Six (6) months of collection experience preferred
• Prior Collection Manager experience preferred
• Government collection experience is preferred
• Proven ability to achieve goals and meet deadlines
• Quick learner, adaptable to change, dependable and self-managed
• Demonstrated experience with assisting and developing subordinates or co-workers in the learning of new programs and processes and evaluating staff.
• Ability to motivate and encourage others to excel
• Ability to learn and navigate our internal collection systems
• Strong Talk-off and skip tracing abilities
• Intermediate level of proficiency with Excel and Word
• Effectively communicate with staff and upper management for feedback regarding processes used in production
• Effectively communicate with other department managers and essential personnel (such as HR, Compliance, Finance)
• Ability to travel up to 10% of the time
• Ability to travel between ConServes offices as needed
• Legally eligible to work in the United States
• Ability to obtain and maintain Government Security Clearance
• Ability to obtain and maintain State Collections Licensure
• No conflicts of interest with ConServe or our Clients

Education:
High School Diploma or GED
Associates or Bachelor’s Degree or equivalent combination of education and experience preferred.

ConServe is an Equal Opportunity Employer and a Drug Free Workplace

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