Call Center Senior Manager, Michigan

Job Description
Leadership & Management

" Oversee call center operations to ensure compliance with performance metrics.

" Directly manage supervisors and managers, ensuring adherence to staffing levels and schedules.

" Maintain high workforce productivity by implementing performance improvement plans and quality control programs.

" Enforce adherence to client-mandated customer service standards, ensuring a minimum quality ratings.

Compliance & Regulatory Oversight

" Ensure call center operations comply with the Fair Debt Collection Practices Act (FDCPA) and other relevant regulations.

" Maintain compliance with client policies, including acceptable use of technology, data security, and confidentiality protocols.

" Ensure proper handling of debtor communications, including negotiation of payment arrangements, enforcement warnings, and dispute resolution.

Performance Monitoring & Reporting

" Track call center metrics, agent productivity, and collection success rates, providing performance reports to agency officials.

" Implement data-driven workforce planning to ensure optimal staffing levels and operational efficiency.

" Monitor service level agreements (SLAs) to ensure compliance and mitigate financial penalties associated with underperformance.

Workforce Management & Training

" Oversee recruitment, hiring, and onboarding of collection agents in compliance with mandated background checks, drug testing, and residency verification.

" Work closely with the client to conduct hiring interviews and ensure all staff meet compliance requirements.

" Implement training programs to enhance staff skills in negotiation, conflict resolution, and customer service.

Client Relations & Stakeholder Communication

" Act as the primary liaison between stakeholders, ensuring alignment with contract requirements.

" Provide strategic recommendations to enhance debt recovery effectiveness.

" Respond to audit requests, performance evaluations, and policy changes proposed by the Program Manager.

Skill set info
Leadership & Team Management

" Strong leadership and coaching abilities to manage call center supervisors and managers.

" Experience in high-volume call center operations, preferably in agency debt collection.

" Ability to motivate teams and foster a high-performance culture.

Compliance & Regulatory Knowledge

" Expertise in Fair Debt Collection Practices Act (FDCPA) and debt collection laws.

" Understanding of procurement policies and contract management.

" Knowledge of collection agency policies, IT security protocols, and financial regulations.

Operational & Data Management

" Proficiency in call center management software.

" Ability to analyze call metrics, performance KPIs, and service level agreements (SLAs).

" Experience in budget planning, financial forecasting, and process improvement.

Customer Service & Debt Recovery Expertise

" Strong skills in negotiation, dispute resolution, and conflict management.

" Ability to enforce debt collection policies while maintaining positive customer engagement.

" Familiarity with automated debt collection systems and electronic payment processing.

Communication & Stakeholder Management

" Strong verbal and written communication skills for interfacing with officials and external stakeholders.

" Ability to prepare executive reports, presentations, and compliance documentation.

" Experience managing public sector contracts and navigating government approval processes.

Education
Educational Qualifications:

" Bachelor's degree in Business Administration, Finance, Accounting, Public Administration, or a related field.

" Master's degree (preferred) in Business Management, Finance, or Public Administration.

Certifications (if required)
Certifications (Preferred):

" Certified Call Center Manager (CCCM)

" Fair Debt Collection Practices Act (FDCPA) Compliance Certification

" Six Sigma or Lean Process Improvement Certification

Documentation Required for submission
Resume

Work Hours
General

Account Manager Name (Proposal Team)

Work authorization required
US Citizen Only

Relocation is accepted
No

Remote work
No

Additional Notes if any
Hybrid role