• Operations Manager- Recovery

    POSTED DATE 2 months ago(11/16/2018 6:45 PM)
    JOB ID
    Full Time
    Salary based on experience w/ bonus potential

    We Create Opportunity


    ERC is a growing end-to-end solutions provider in the accounts receivable management industry servicing clients nationwide with nearly 4,000 employees across 7 locations.  Because of our relentless dedication to deliver nothing less than exceptional, our company continues to grow.  Join us and you will too.  We’ll provide you with the tools, training and a team who will guide you and help you grow.  And along the way you’ll work with smart, fun people while receiving a great benefits package and earn some serious perks.


    • Competitive pay with monthly bonus potential
    • Opportunities to gain valuable professional skills through on-going training
    • Career growth opportunities
    • Fun, innovative culture that will challenge you and support your growth
    • Benefits offered after 60 days to include: Health, Dental, Vision, and IRA options
    • Paid Holidays after 90 days
    • Paid Time-Off after 90 days



    We Don’t Breed the Weak


    Let’s keep it real.  We haven’t gotten this far by simply checking the boxes and delivering the bare minimum.  We are a team of real go-getters – the kind of people who seek out challenges, attack the day and outperform themselves.  Bottom line, you have the opportunity to elevate your career by giving 100% every day to reach your full potential and prove to ERC you want to be more than average.


    Minimum Qualifications:

    • 2+ years’ experience in a call center operations managerial role
    • College degree preferred or High School diploma with equivalent work experience
    • Exceptional interpersonal & communication skills
    • Strong supervisory experience including staff development
    • Working knowledge of Microsoft Office including Outlook, Excel, Word & PowerPoint
    • Demonstrated ability to drive performance through the actions of others
    • Understanding of call center tools and technology used to manage KPIs and SLAs
    • Possess effective conflict resolution skills (both customer and agent conflict)
    • Possess time management, planning, organizational and multi-tasking skills
    • Ability to learn new products and system
    • Flexibility in working within the hours of operation, including weekends and holidays
    • Ability to work in a professional fast-paced environment
    • Bilingual Spanish a huge plus



    We Don’t Believe In Limits


    Operations Managers are responsible for managing multiple units while keeping the primary focus placed on client performance and protecting the best interest of the company. Operations Managers are responsible for directly managing 5 to 6 Team Supervisors and between 50 to 90 agents.


    Responsibilities include but are not limited to the following:

    • Ensure team supervisors are properly managing unit's work standards and efforts
    • Required to maintain consistent client competitive rankings in each segment of business
    • Assist with implementation of strategic production plans, ensuring they are in alignment with corporate objectives
    • Manage metrics, performance criteria, policies and procedures to continuously improve call center productivity
    • Monitor campaigns, schedules and strategies using reports that include but are not limited to reports, schedules, and company/client work standards to ensure maximum efficiency based on product needs. The reports will also be used to monitor data integrity and to address any areas of opportunity with the team supervisors and/or their agents.
    • Conduct consistent client audits
    • Review and provide guidelines and best practices for maintaining competitive edge
    • Develop and maintain strategy on ensuring client satisfaction 
    • Analyze and respond to changing market conditions
    • Analyze trends which includes producing statistical reports on individual performance
    • Provide team motivation and development
    • Other duties and responsibilities as assigned



    ERC is an Equal Opportunity Employer


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