Manager of Operations

Job Details

• Location:
  
  300 Gleed Ave, East Aurora, NY 14052.
• Job Type: Full-time
• Number of Openings: 1
• Pay:
  Annual salary $60,405.80.

The Manager of Operations works with and directs employees with regard to collections. The Manager of Operations is responsible for all High‑Risk transactions as defined by the Department. The Manager of Operations is responsible for their actions and the actions of all team members reporting to them. The Manager of Operations is responsible for managing assigned consumer care employees’ performance to ensure a balance of optimum productivity and collection goals and budgets are met;

coach, develop and counsel subordinates to achieve quality performance, providing ongoing training when necessary; manage the activities involved in quality resolution of performance and profitability issues relating to assigned consumer care employees, and elevate to management any situation outside the employee’s control that could adversely impact the service provided; prepare and update reports in a timely and accurate manner ensuring deadlines are met.

• Leadership
  :
  Proactively manage the activities of assigned consumer care employees by ensuring the following functions are efficiently performed in a quality‑oriented environment reflecting company values.
• Collection Functions
  :
  • Manage assigned consumer care employees’ performance to ensure a balance of optimum productivity, collection and budget goals at all times.
  • Continually assess goals and recommend actions to be taken if goals are not being met; participate in the assessment of procedural changes, implement any changes, track and report results to enhance collection efforts.
  • Coordinate activities with other departments and management staff to achieve optimum production and utilization of consumer care employees while adhering to department goals, standards and objectives.
  • Guarantee the availability of consumer care employees to answer procedural questions and/or elevate calls to management in situations out of employee’s control.
  • Ensure employees receive continuous development training after initial training has been completed in order to improve their ability to perform job duties.
  • Supervise the development of employee appreciation and recognition programs and/or activities for assigned consumer care.
  • Keep up to date on system changes or system documentation methods and ensure consumer care employees are trained accordingly.
  • Make certain all applicable federal, state and local laws and regulations are followed by assigned consumer care employees at all times.
• Problem Resolution
  :
  • Proactively oversee quality resolution of performance and profitability issues relating to assigned consumer care staff and clients.
  • Elevate to management any situation outside the employee's control that could adversely impact the service provided.
  • Identify obstacles to providing the highest quality customer service and communicate constructive feedback to management.
  • Review feedback concerning overall performance levels to determine recurring problems and recommend improvements aimed at reducing future occurrences.
• Status Meetings
  :
  • Conduct regular status meetings with each direct report; discuss activities, projects and planning issues.
  • Evaluate current level of effectiveness, initiative and responsiveness.
  • Provide continuous coaching and training.
• Employee Development
  :
  • Coach, develop, counsel and mentor subordinates to achieve quality performance.
  • Set priorities to assist assigned staff with establishing and attaining career development goals.
  • Provide ongoing training, when necessary, maintaining industry, department and company standards.
  • Prepare for and conduct timely performance appraisals of direct reports.
  • Maintain a current performance file for each direct report.
  • Review monthly appraisal status reports ensuring staff is held accountable for timely and quality appraisals.
  • Ensure all subordinate staff are properly trained and that Coast Professional, Inc.’s policies and procedures are followed.
  • Track attendance & punctuality.
• Collection Activities
  :
  • Manage day‑to‑day collection activities ensuring adherence to departmental policies and procedures.
  • A…