Director of Contact Center Operations - Collections

Director of Contact Center Operations - Collections
Multi-State Law Firm
Boca Raton, FL
Salary Commensurate with Experience + Bonus Potential
Terrific entrepreneurial opportunity with a rapidly growing multi-state law firm for a call center management professional. The Director of Contact Center Operations will work closely with leadership on the design, implementation and management of a brand new call center that will focus on collections. The position will identify and build an infrastructure that leverages technology systems to improve performance. The Director will run day-to-day operations and build, manage and train a team. The position will be responsible for crafting scripts and implementing analytics to ensure that KPS's are met. Qualified candidates will have 5+ years of relevant contact center experience, including inbound and outbound activities. A strong track record of success in staff management and training required. Large call center experience preferred. Experience in collection work is preferred. Salary is commensurate with experience and bonus potential.
Responsibilities:
  • Integral in the design and buildout of a new call center focused on collections
  • Oversight of day-to-day contact center operations
  • Hire an initial team of agents with significant planned growth over time
  • Manage, mentor and train staff
  • Design and implement procedures that improve performance and efficiencies of the operation
  • Lead performance monitoring and QA
  • Work closely with management to ensure best-in-class collection practices and superior customer service
  • Maintain strict compliance guidelines
Qualifications:
  • Bachelor's degree required
  • 5+ years of relevant experience, including time with a large contact center operation
  • Excellent verbal and written skills
  • Ability to design and implement performance monitoring tools
  • Collections experience preferred
  • Experience with electronic communications including SMS, Chat and Email in a call center environment
  • Bilingual (Spanish) preferred 
Equal opportunity employer.

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