Performance and Development Manager

Scott & Associates, PC•Plano, TX

7d•Onsite

About The Position

Scott & Associates, P.C. is a well-established, multi-state legal recoveries law firm seeking a motivated Performance and Development Manager to join our Plano, TX-based team. Since our founding in 2000, we’ve grown into a leading force in debt recovery litigation, providing trusted and comprehensive legal solutions for major banks and creditors nationwide. Our teams are driven, collaborative, and committed to delivering results — and we’re looking for a Performance and Development Manager to shares that mindset.

Requirements

10+ years management experience in the collections field with prior training and onboarding experience.
Technically proficient and adaptable, with solid skills in Microsoft Office applications and call center technology platforms
Demonstrated proficiency in the development and structuring of successful team
Extensive knowledge of the 3rd party collections industry
Strong understanding of regulatory compliance in call center operations
Strong interpersonal skills
Strong written and verbal communication skills
Excellent problem-solving skills
Highly organized and attentive to detail
Ability to work efficiently in a fast-paced, high-volume environment, manage competing priorities, and respond to updates quickly.

Responsibilities

Train, motivate, encourage, support and provide effective feedback to resolution specialists and management
Conduct and lead calibration sessions with quality training and operations leadership to promote alignment and consistency
Ability to build a collection training program from the ground up
Provide initial FDCPA training and testing
Continually improve training modules and develop and implement highly effective training courses
Strong understanding of regulatory compliance in call center operations
Help write and maintain policies / procedural items for resolution specialists & call center
Assist with procedural and systematic questions from employees
Assist throughout the hiring process, interacting with Human Resources, Compliance and Call Center Managers
Analyze and track customer experience trends to provide timely, actionable feedback – both positive and corrective – to call center management and leadership
Implement and maintain monthly contests and incentives
Administer disciplinary measures as needed, under the guidance of Call Center Management
All other duties as assigned by the Customer Experience Manager