About the Role
National Service Bureau (NSB) is an industry-leading national agency with a 34-year history of excellence in Accounts Receivable Management and Subrogation. We are seeking a self-motivated and accountable Collections Manager to lead our high-performing call center team toward continued growth and operational excellence. This pivotal role requires a leader who can balance firm performance management with empathy and professionalism, ensuring our team consistently meets collection goals while upholding our core values and compliance standards.
As a Collections Manager, you will be the driving force behind our remote call center operations, utilizing your analytical skills to optimize workflows and your leadership abilities to mentor staff. We are looking for an individual who is not just a manager, but a coach who is dedicated to personal growth and the professional development of their team members. If you thrive in a fast-paced, results-oriented environment and have a proven track record in high-volume collections, we invite you to grow your career with a diverse and friendly organization that prioritizes work-life balance and long-term success.
Key Responsibilities- Oversee and manage daily call center operations, ensuring all collection and training KPIs are met or exceeded.
- Analyze and evaluate team performance metrics, service levels, and collection data to provide comprehensive reports to executive leadership.
- Develop and implement strategic action plans and operational improvements to enhance recovery rates and call center efficiency.
- Provide consistent personnel management, including daily oversight, regular 1:1 coaching sessions, and annual performance reviews.
- Drive call campaign strategies and manage complex scheduling to ensure maximum coverage and productivity.
- Foster a positive team culture by encouraging, motivating, and driving staff to meet their individual and departmental targets.
- Enforce company policies and maintain strict adherence to industry compliance regulations and internal protocols.
- Lead continued training and education initiatives to keep the team updated on best practices and evolving industry standards.
- Recommend adjustments to staffing levels based on real-time activity trends and performance forecasting.
- Minimum of 3 to 5+ years of experience in a high-volume collections management or call center leadership role.
- Proven experience successfully managing and engaging a remote team environment.
- Deep understanding of call center operations, including scheduling software and the execution of automated call campaigns.
- Strong analytical and problem-solving skills with the ability to translate data into actionable strategies.
- Exceptional communication and interpersonal skills, with the ability to maintain professionalism with consumers and staff alike.
- High level of respect for compliance (FDCPA/FCRA) and ethical collection practices.
- Residency near Sarasota, FL is required, despite the remote nature of the daily work.
- Commitment to our core values: Follow Through, Be Engaged, Think First, Be Respectful, and Be Accountable.
- Competitive annual salary ranging from $60,000 to $90,000 based on experience.
- Employer-paid Medical, Dental, and Vision insurance for comprehensive health coverage.
- 401(k) retirement plan with generous employer matching contributions.
- Paid Time Off (PTO) and a stable Monday through Friday schedule with no nights or weekends.
- Company-provided Employee Assistance Program (EAP) to support mental and emotional well-being.
- Performance-based incentives and clear pathways for professional advancement.
- A diverse, inclusive, and positive work environment that emphasizes a healthy work-life balance.