Job Description
Job Description
As a Team Manager supporting the PNC program, you will lead a team of collection specialists across Consumer, Mortgage & Recovery & verticals. This role is responsible for driving operational performance, customer experience, compliance adherence, and employee development while ensuring alignment with client expectations and business goals.
Key Responsibilities
- Lead, coach, and develop team members to achieve performance, productivity, quality, and recovery goals.
- Monitor operational metrics such as RPC, Promise-to-Pay, delinquency, recovery rates, productivity, and quality performance.
- Review and communicate daily, weekly, and monthly business results with the team.
- Manage attendance, staffing plans, schedules, workload balancing, and queue assignments.
- Support escalations and assist agents with complex customer situations, including hardship requests, disputes, fraud concerns, bankruptcy, ...