Collections Manager - Call Center

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 performance-driven Collections Manager to oversee and lead our collections operations within a fast-paced call center environment. This role is responsible for managing collections teams, driving recovery performance, and ensuring the effective execution of strategies that maximize collections while maintaining a positive customer experience and full regulatory compliance.

As a key operational leader, you will oversee collections supervisors and agents, monitor performance metrics, implement process improvements, and develop strategies to enhance recovery rates and operational efficiency. You will be responsible for fostering a high-performance culture through coaching, mentoring, and continuous development initiatives while ensuring adherence to company policies, industry regulations, and compliance standards.

The ideal candidate possesses strong leadership skills, a proven background in collections management, and the ability to analyze performance data to drive results. If you are passionate about operational excellence, team development, and achieving business objectives, this opportunity offers the chance to make a significant impact within a growing organization.

To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

POSITION RESPONSIBILITIES

Key Responsibilities:

• Provide leadership, guidance, and support to a team of collections supervisors and agents, fostering a positive and high-performing work environment.
• Set clear performance expectations, goals, and targets for the collections team, and monitor progress against key metrics, including collection rates, call quality, and productivity.
• Develop and implement strategic plans, initiatives, and campaigns to optimize debt recovery efforts, enhance operational efficiency, and maximize collections.
• Identify opportunities for process improvements, technology enhancements, and workflow optimizations to streamline operations and improve performance.
• Monitor and analyze key performance metrics and trends related to collections performance, call volumes, recovery rates, and customer satisfaction.
• Conduct regular performance reviews, provide feedback, coaching, and training to collections supervisors and agents to drive continuous improvement and achieve performance targets.
• Ensure compliance with all applicable laws, regulations, and industry standards governing debt collection practices.
• Implement and enforce policies, procedures, and controls to maintain compliance with regulatory requirements and mitigate operational risks.
• Establish quality assurance programs and processes to monitor the quality and effectiveness of collections activities, including call monitoring, audits, and compliance reviews.
• Identify areas for process improvement, efficiency gains, and automation opportunities to enhance productivity, accuracy, and customer experience.
• Collaborate with internal stakeholders, including senior management, legal, compliance, and operations teams, to align collections strategies with business objectives and priorities.
• Communicate regularly with stakeholders to provide updates on performance, initiatives, and challenges, and solicit feedback to inform decision-making and drive continuous improvement.
• Develop and manage departmental budgets, allocate resources effectively, and optimize staffing levels to support operational needs and achieve financial targets.
• Monitor expenses, analyze variances, and implement cost-saving measures to ensure efficient use of resources and maximize return on investment.

CANDIDATE QUALIFICATIONS

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

All positive, and driven applicants are encouraged to apply. The Ideal candidates for this position are highly motivated, dedicated and should possess the below qualities:

• Associate degree, Certification or Equivalent Combination of Training and Experience
• Proven experience in debt collection, call center operations, or financial services management, with a minimum of 4 years in a managerial role.
• Strong leadership and people management skills, with the ability to inspire, motivate, and empower teams to achieve results and exceed performance targets.
• 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.
• Proficiency in using call center technology, CRM systems, and analytics tools to manage operations, track performance, and drive continuous improvement.
• 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.

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

All MCI Locations

• Must be authorized to work in the country where the job is based.

Subject to the program and location of the position

• 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.

ABOUT MCI (PARENT COMPANY)

MCI helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing, staff augmentation, contact center customer services, and IT Services needs by providing general and specialized hosting, software, staff, and services. In 2019, Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowa's Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA, making the coveted top 500 for the first time. MCI's subsidiaries had previously made Inc. Magazine's List of Fastest-Growing Companies 15 times, respectively. MCI has ten business process outsourcing service delivery facilities in Georgia, Florida, Texas, New Mexico, California, Kansas, Nova Scotia, South Africa, and the Philippines.  Driving modernization through digitalization, MCI ensures clients do more for less. MCI is the holding company for a diverse lineup of tech-enabled business services operating companies. MCI organically grows, acquires, and operates companies that have synergistic products and services portfolios, including but not limited to Automated Contact Center Solutions (ACCS), customer contact management, IT Services (IT Schedule 70), and Temporary and Administrative Professional Staffing (TAPS Schedule 736), Business Process Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections, Customer Experience Provider (CXP), Customer Service, Digital Experience Provider (DXP), Account Receivables Management (ARM), Application Software Development, Managed Services, and Technology Services, to mid-market, Federal & enterprise partners. MCI now employs 10,000+ talented individuals with 150+ diverse North American client partners across the following MCI brands: MCI BPO, MCI BPOaaS, MarketForce,  GravisApps, Gravis Marketing, MarchEast, Mass Markets, MCI Federal Services (MFS), OnBrand24, The Sydney Call Center, Valor Intelligent Processing (VIP), BYC Aqua, EastWest BPO, TeleTechnology, and Vinculum.

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The purpose of the above job description is to provide potential candidates with a general overview of the role. It's not an all-inclusive list of the duties, responsibilities, skills, and qualifications required for the job.  You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based on your performance of the tasks listed in this job description.

The employer has the right to revise this job description at any time. This job description is not an employment contract, and either you or the employer may terminate employment at any time for any reason.