Job Title: Production Manager
Department: Operations
Reports To: Chief Operating Officer (Alt. Site Manager)
FLSA Status: Exempt
Summary
This position is responsible for the overall leadership of the assigned production floor and directs the activities of account managers indirectly through the Team Leads and directly through the following personal duties.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
1. Collaborates with the Cheif Operating Officer and other senior management as needed to develop production floor objectives, strategies, performance projections and incentives.
2. Elicits feedback from team leads to develop special campaigns, dialer activities, month-end and special blitzes.
3. Provides overall leadership and direction to assigned staff to assure adequate support resources exist and enabling staff to meet weekly and monthly objectives.
4. Reviews performance of team leaders on a regular and consistent basis to determine if job responsibilities are being performed and are in line with company expectations.
5. Using the Collection Resource System (CRS), manages and oversees assigned production floor’s inventory of accounts, to ensure debtors are being contacted and in accordance to company and FDCPA guidelines.
6. Serves as a role model and sets a standard of performance and behavior to motivate and develop a cohesive team spirit on the assigned production floor.
7.Supports senior management and company-sponsored projects, programs and decisions designed to enhance productivity.
7. Assists team leaders with collection activities in difficult cases, solicits feedback and advice from the Cheif Operating Officer as needed, and/or approval from legal department regarding FRS form letters to send to debtors regarding their account and/or debt owed on account..
8. Works with team leads to approve weekly work schedules and requested time off of floor employees, expediting and managing team workflow and ensuring client goals and company attendance policies are being met.
9. Maintains harmony amongst assigned teams, resolves grievances and manages conflict to ensure a more productive and efficient production floor.
10. Conduct group and one-on-one training on all aspects of collections and designated operations presentations in compliance with the requirements set forth by the Chief Operating Officer.
11. Acquire knowledge of and become proficient in the use of company systemic tools and principals to assure assigned production floor metrics are on target and identify and implement improvement.
Supervisory Responsibilities
Directly manages one to eight Team Leaders and indirectly manages up to 64 employees. Is responsible for the overall direction, coordination and evaluation of assigned production floor employees. Carries out management responsibilities in accordance with the organization’s policies, procedures and applicable laws. Responsiblities may include interviewing employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Competencies
To perform the job successfully, an individual should demonstrate the following competencies:
Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs work flows and procedures.
Design - Generates creative solutions; Translates concepts and information into a simple format for employees to understand; Demonstrates attention to detail.
Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
Project Management - Develops project plans; Coordinates projects; Communicates changes and progress; Completes projects on time and within budget; Manages project team activities.
Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
Customer Service - Manages difficult or emotional debtor or client situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others’ ideas and tries new things.
Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others’ views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone’s efforts to succeed.
Visionary Leadership - Displays passion and optimism; Inspires respect and trust; Provides vision and inspiration to peers and subordinates.
Change Management - Develops workable implementation plans; Communicates changes effectively; Builds commitment and overcomes resistance; Prepares and supports those affected by change; Monitors transition and evaluates results.
Delegation - Delegates work assignments; Gives authority to work independently; Sets expectations and monitors delegated activities; Provides recognition for results.
Leadership - Exhibits confidence in self and others; Inspires and motivates others to perform well; Effectively influences actions and opinions of others; Accepts feedback from others; Gives appropriate recognition to others.
Managing People - Includes staff in planning, decision-making, facilitating and process improvement; Takes responsibility for subordinates’ activities; Makes self available to staff; Provides regular performance feedback; Develops subordinates’ skills and encourages growth; Improves processes and services; Continually works to improve management skills; Shows empathy, displays patience in heated situations and provides support as needed without enabling.
Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.
Business Acumen - Understands business implications of decisions; Displays orientation to profitability; Demonstrates knowledge of market and competition; Aligns work with strategic goals.
Cost Consciousness - Works within approved budget; Develops and implements cost saving measures; Contributes to profits and makes suggestions to save money; Conserves organizational resources.
Diversity - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Promotes a harassment-free environment; Builds a diverse workforce.
Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization’s goals and values.
Strategic Thinking - Develops strategies to achieve organizational goals; Understands organization’s strengths and weaknesses; Adapts strategy to changing conditions.
Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
Motivation - Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals.
Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.
Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity.
Safety and Security - Observes safety and security procedures; Uses equipment and materials properly.
Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time; Able to work weekends, holidays and be on call for emergency situations or as needed.
Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.
Innovation - Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others’ attention.
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience
Bachelor’s degree from a four-year college or university; plus a minimum of five years’ experience in a collections/call center environment or, a combination of education and experience providing equivalent knowledge.
Language Skills
Ability to read and interpret documents such as policy and procedure manuals, financial reports, client reports, batch track records.Ability to write routine reports and correspondence.Ability to speak effectively before groups of clients or employees of organization.
Mathematical Skills
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.Ability to apply concepts of basic algebra and geometry.
Reasoning Ability
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Computer Skills
To perform this job successfully, an individual should have knowledge of CRS Collection Management Software, collections/call center related technology, predictive dialer and telephony, Fast Data tools, basic scheduling and time and attendance systems and Microsoft Word, Excel, Powerpoint, email, and internet.
Other Skills and Abilities
Knowledge of the systems, clients and services of the company.
Knowledge and understanding of the company’s business objectives and goals.
Knowledge of and ability to use personal computers and related software and programs.
Knowledge of FDCPA and State laws regarding third party debt collections.
Knowledge of insurance and employee benefit programs.
Skill in typing using keyboard strokes.
Skill in customer relations, such as the ability to respond with sensitivity and a sense of urgency to a debtors or collectors needs or requests.
Skill in basic math to perform simple equations such as addition, subtraction, multiplication, division and percentages.
Skill in prospecting such as identifying and contacting debtors with the ability to pay the debt owed.
Skill in selling by implementing a sales plan through a telephone conversation and closing the conversation with a promise to pay.
Skill in skip tracing such as researching for contact information to locate debtor.
Ability to be flexible by adapting decisions or actions to facilitate the most productive work environment.
Ability to mentor and teach a group of employees to encourage better understanding of job responsibilities and to motivate individuals to exceed expectations and performance.
Ability to communicate professionally, both oral and written.
Ability to use verbal communication to promote honest sharing of information and to provide clear, tactful and firm verbal explanations.
Ability to facilitate productive team lead and floor meetings that encourage participation and open, honest, respectful communication/sharing.
Ability to be self-resilient and maintain a positive self-image and attitude even under stressful conditions.
Ability to be self-resilient and maintain a positive self-image and attitude even under stressful conditions.
Ability to identify, prioritize and respond to multiple and sometimes conflicting crises.
Ability to make sound business decisions under pressure.
Ability to access, interpret and utilize reference and support materials (CBR, Fast Data, SIF Parameters, letters, KPI and production reports, client information) designed to aid in the debt collection process.
Ability to retain, understand, comprehend and apply information provided and that is needed to perform the responsibilities of the job.
Ability to listen and to follow direction as needed.
Ability to identify available options to correct a problem, improving productivity and preventing reoccurrence.
Ability to negotiate, follow up and be results driven in difficult, challenging and sometimes emotional situations.
Other Qualifications
Must be able to work prime time hours each week including late nights, weekends, holidays to ensure contact of assigned business segments. Must be able to work overtime as needed to ensure job responsibilities are completed on time. Must conduct business and perform job responsibilities within the guidelines of the Fair Debt Collection Practices Act (FDCPA) adn State Laws pertaining to third party collections.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk and use hands to finger, handle, or feel. The employee is occasionally required to sit and reach with hands and arms. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.Specific vision abilities required by this job include close vision, distance vision, peripheral vision and ability to adjust focus.
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.
Disclaimer
This information is intended to describe the general nature and level of work being performed by people assigned to this job.It is not intended to be an exhaustive list of all responsibilities, skills and abilities required of employees within this job.