Inbound Contact Center Manager jobs in Boca Raton, FL

Position Description:

The Contact Center Manager’s key responsibilities will be to focus on digital communication strategies related to the firm’s collection efforts. This position will also oversee a team of 8-10 agents.

The primary objective of this role is to work with IT and outside vendors to develop a consumer friendly website, compliant email and SMS communications, chat-bots and digital settlement tools to engage borrowers, improve collection efforts, meet or exceed client targets and enhance the customer experience.

Key Responsibilities:

• Strategic Planning:

Develop and implement advanced multi-channel communication strategies for collections

Stay updated on emerging technologies and trends in communication to keep the collections process cutting-edge

• Leadership:

Manager of Call Center; recruiting, training and managing a team of contact center agents and Assistant Manager.

Develop a team of digital agents and analysts to assure best in class compliance and consumer-facing communication.

Provide input and analytics to support proposed performance targets and provide guidance to achieve goals defined

• Technology Integration:

Identify and evaluate new communication tools and platforms that can improve collections and integrate with firms current collection system.

Implement and integrate advanced technologies to streamline communication processes while working closely with internal and external technology teams as needed

• Data Analysis:

Utilize data analytics and reporting tools to monitor performance and identify areas for improvement.

Develop and maintain key performance indicators (KPIs) for the collections team.

• Compliance and Regulation:

Ensure that all communication strategies adhere to legal and regulatory requirements, including fair debt collection practices.

• Customer Experience Enhancement:

Focus on enhancing borrower experience by offering tailored communication options and providing timely, useful information.

• Vendor Management:

Collaborate with third-party service providers to optimize the utilization of communication tools and technologies.

• · Training and Development:

Keep the collections team up to date with the latest technologies, compliance guidelines, and best practices.

Foster a culture of continuous learning and improvement.

• Qualifications:

· Proven experience in collections management and familiarity with the latest communication technologies. Prior Email and SMS experience is required.

· Strong leadership and team management skills.

· 3-5 years experience in call center management / strategies

· JST experience a plus

· Proficiency in data analysis and reporting.

· Excellent communication and interpersonal skills.

· Knowledge of legal and regulatory requirements in the collections industry.

· Tech-savvy, with a keen interest in exploring and implementing cutting-edge communication tools.

· Problem-solving abilities and adaptability to evolving industry trends.

Job Type: Full-time

Pay: $50,000.00 - $70,000.00 per year

Benefits:

• 401(k)
• Referral program

Work Location: In person