Director of Call 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.
  • 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
  • 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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