Job Description

General Description:

Phillips & Cohen Associates, Ltd., the global leader in estate account management operating in the United States, United Kingdom, Canada, Ireland, Spain, Portugal, Germany, Australia and New Zealand, seeks an experienced Team Manager for its Wilmington, Delaware office. The Team Manager will report to a General Manager and will supervise a team of up-to a dozen Specialists. The ideal candidate should have knowledge of the relevant regulations, industry best practices, general debt-collection strategies, as well experience leading, motivating and managing teams within a call-center environment.

***Please note that this role is requires weekly in-office presence and, a such, is not eligible for fully remote or long-distance remote statuses

***Schedule – Team Managers are required to work at-minimum two days per week from 12-9pm, and one Saturday per month from 8am- 12pm..

Responsibilities :

• Follow, support, and take ownership of company policies, procedures and objectives, and support and train those they manage to do the same.
• Develop and foster a compliant environment that demands adherence with all applicable local and Federal laws as well as client service level agreements.
• Dispense coaching, feedback, praise, counseling, and discipline in a fair and reasonable manner.
• Oversee and ensure the efficient operation of their team.
• Disseminate and demonstrate best practices, changes in procedure, and company objectives to employees in a thorough and timely fashion.
• Provide support and guidance to Specialists to assist in their progression along the PCA Career Path
• Become the Subject Matter Expert on the portfolios assigned to your team, including performance, client specific requirements and product knowledge.
• Monitor real-time and recorded calls, as well as live and summary level telephony productivity reporting.
• Conduct active file and call reviews, as well as side-by-side coaching sessions in accordance with company and client standards.
• Respond to and mitigate complaints and expressions of dissatisfaction raised by consumers when required.
• Distribute work/accounts in accordance with recovery best practices, client requirements, and Company policy.
• Monitor inventory levels, assignments, sweeps, automated and manual account movement, then recommend strategy adjustments and improvements.
• Partner with General Manager to determine agent client assignments, performance goals, recovery targets, and recovery forecasts.
• Partner with Human Resources to screen and interview applicants.
• Ad-hoc tasks as assigned by the General Manager and Executive Leadership.

Qualifications :

• High School diploma or equivalent; Bachelor’s degree preferred.
• Two (2) or more years of team/people management experience.
• Five (5) or more year debt collections experience, preferably in a 3rd party agency.
• At least five (5) years of experience with MS Office products, primarily: Outlook, Excel, PowerPoint & Word.
• Working knowledge of commonly used management concepts, practices and procedures.
• Superior interpersonal skills, as the role requires communication with varying levels of management internally and externally.
• Ability to build, foster, and maintain positive professional relationships.
• Commitment to high-quality customer service.
• Ability to effectively capture important discussion points in a well-documented manner.
• Problem solving, analytical, research and conflict resolution capabilities.
• Multi-lingual fluency (English+ French) required.

*Key attributes ; Commitment; Compliance; Compassionate; Innovation; Charisma; Confidence, Self-Starter; Emotional Intelligence; Leadership; Negotiation; Creativity; Independence; Motivation; Appreciation of Diverse Backgrounds/Experiences; Communication; Behavior Management; Fair; Equitable; Time Management; Supervisor; Advocate; Trainer/Teacher; Responsiveness; Deadlines; Goals; KPI; Flexible; Adapt

About Phillips & Cohen Associates, Ltd.

PCA provides Equal Employment Opportunity for all individuals regardless of race, color, religion, gender, age, national origin, disability, marital status, sexual orientation, veteran status, genetic information, and any other basis protected by federal, state or local laws and reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of our jobs.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Job Tags

Similar Jobs