Conn's HomePlus! Now Hiring Collections Performance Manger to join our San Antonio Team!

Overview - The Manager, Collections Agency Performance oversees and maintains the relationship with first and third-party agencies, ensuring compliance with Service Level Agreements (SLAs), Scope-of-Work (SOW), and efficient utilization of account efficiencies. This role involves system setup, realignment, and performance management over collections.

Key Duties & Responsibilities

• Lead the Agency Support team in day-to-day activities.
• Ensure compliance with company policies.
• Supervise related processes and controls.
• Plan, prioritize, and delegate tasks to ensure smooth department functioning.
• Facilitate Performance/Call Calibrations meetings with agency teams.
• Address performance/adherence to align with SOW.
• Manage adherence to SLA/SOW/MSA alignments.
• Direct daily operations of the Agency Support Team.
• Monitor compliance with company policies and supervise related processes.
• Address any issues related to the Agency Interface Management system.
• Maintain high service levels.
• Effectively manage internal customer interactions.

Required Experience

• Education – Bachelor’s (BS/ BM).

Preferred Experience

• Minimum 2 to 3 years related experience.
• Certifications – Project Management (PMP/ CAPM)

Skills & Abilities

• High-level proficiency in Microsoft suite products (Word, Excel & PowerPoint).
• Strong interpersonal, verbal, and written communication & presentation skills.
• Organizational, detail-orientated, multitasking, and analytical abilities.
• Able to multi-task and shift priorities, as required.

Working Conditions

• High degree of internal customer interface and process management.
• Close collaboration with agency teams.
• Compliance with company policies and ongoing supervision of related processes.
• Work is performed in an office (retail, distribution, call center) environment.
• May require prolonged periods of sitting/standing.

Job Type: Full-time

Pay: From $78,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Health savings account
• Life insurance
• Paid sick time
• Paid time off
• Paid training
• Referral program
• Vision insurance

Weekly day range:

• Monday to Friday
• Rotating weekends

Work setting:

• Call center

Education:

• Bachelor's (Required)

Experience:

• Performance management: 2 years (Required)

Work Location: In person