Collections Manager

Company Overview:

Lotane & Associates (LA) is a debt collection and subrogation law firm located in Cocoa, FL. LA has been practicing in Brevard County for over 46 years and serves companies throughout the state of Florida. Our staff is dedicated solely to pursuing efficient recovery of bad debts for our clients. 

Position Overview:

The Call Center Manager oversees the daily operations of the call center team, ensuring efficient workflows, high-quality customer interactions, and compliance with all regulatory and organizational standards. This role is responsible for supervising staff, analyzing performance metrics, implementing process improvements, and supporting a positive, results-driven work environment. The ideal candidate is a strong communicator and leader who can coach, develop, and motivate staff while maintaining high operational standards.

Key Responsibilities:

• Oversee day-to-day call center operations, ensuring adequate coverage and workload distribution.
  • Monitor call queues, productivity dashboards, and service levels to ensure performance goals are met.
  • Ensure the team adheres to FDCPA, TCPA, and organizational compliance policies
  • Manage, coach, and develop call center representatives through regular feedback, 1:1 meetings, and performance evaluations.
  • Conduct and/or assist with training for new hires and ongoing skill development for existing staff.
  • Address performance concerns and implement corrective actions as needed.
  • Track KPIs such as call volume, talk time, quality scores, right-party contacts, and overall productivity.
  • Prepare and present regular reports for leadership, detailing trends, achievements, and opportunities for improvement.
  • Utilize data to make informed decisions about staffing, processes, and workflow adjustments.
  • Conduct call audits and monitor interactions to ensure accuracy, professionalism, and compliance.
  • Identify training needs and create or request resources to address skill or knowledge gaps.
  • Maintain high standards of customer service and call quality across the team.
  • Develop and implement strategies to improve efficiency, customer experience, and team performance.
  • Collaborate with other departments (Legal, Compliance, HR, IT, etc.) to streamline processes and support business goals.
  • Recommend enhancements to scripts, workflows, or technology platforms.
  • Foster a positive, supportive, and collaborative work environment.
  • Encourage open communication, team problem-solving, and recognition of achievements.
  • Manage scheduling, attendance, and adherence to department policies.

Qualifications/Requirements:

• Bachelor's degree preferred; equivalent experience accepted.
• 3 years of call center or collections experience, with at least 1-2 years in a leadership or supervisory role.
• Strong understanding of call center metrics, operational workflows, and performance management.
• Excellent communication, coaching, and interpersonal skills.
• Ability to analyze data and use insights to guide decision-making.
• Proficiency with call center software, reporting tools, and Microsoft Office Suite.
• Strong conflict-resolution, problem-solving, and time-management abilities.
• Ability to remain composed in a fast-paced environment and handle sensitive or escalated calls when needed.

Work Environment:

This position is full-time, working on-site Monday through Friday, 8a-5pm. at our firm in Cocoa, FL. The work environment is fun, fast-paced, friendly and positive with a diverse pool of employees. This is not a remote position. 

Compensation Overview:

This is a salary, exempt position with bonus potential. Pay is on a bi-weekly cycle. Compensation is based on experience and skillset. 

Benefits Overview:

We offer a range of benefits to support the well-being and financial security of our employees, including:

• Medical Insurance - Employer/employee shared cost coverage to help meet your healthcare needs.
• Employee-Paid Vision and Dental Insurance - Affordable options to support your oral and eye health.
• Employee-Paid AFLAC Supplemental Plans - Additional coverage for accidents, short-term disability, and other needs.
• Employer-Paid Life Insurance - $20K life insurance policy provided at no cost to the employee.
• 401(k) Retirement Plan - Company match of up to 5% after one year of employment.
• Paid Time Off (PTO) - Generous PTO to support work-life balance.
• Paid Holidays - Enjoy 9 paid holidays annually.
• Volunteer Time Program - Earn additional PTO by giving back to your community.
• Employee Assistance Program (EAP) - Confidential counseling and support services for personal or work-related issues.
• Employee Discount Programs - Access to exclusive savings on products and services through our employee discount network.
• And so much more!