Director of Operations

 SWC has an opening for a hardworking, highly motivated team player who has years of experience in collection service or customer service leadership to join our company in Carrollton, Tx.  SWC has grown from a small collection agency to a full-service accounts receivable management and consumer services firm.  This accomplishment could not have been achieved without the dedication and support from our employees to deliver value, integrity and performance to our clients with.  SWC is committed to helping our employees reach their individual goals.  We provide all employees with ongoing training, growth opportunities and benefits.

Essential Functions: 

• Lead and manage SWC Group’s 3^rd Party Collection and Customer Care teams across multiple platforms.
• Develop and implement strategies aligned with company goals and brand values.
• Monitor and improve KPIs such as AHT, first contact resolution, and response time.
• Ensure compliance with service-level agreements.
• Enhance digital support tools and self-service capabilities.
• Lead AI-driven transformation to improve customer outcomes and increase efficiency.
• Drive continuous improvement through data analysis, customer feedback, and root cause resolution.
• Ensure regulatory compliance.
• Represent operations in executive meetings and cross-functional planning sessions.
• Lead training and development programs to elevate service quality and team performance.
• Manage budget planning and cost optimization.

Qualifications
 

• Bachelor’s degree in business, finance, or previous business management required.
• 10 years of experience in collection service or customer service leadership.
• Proven success managing contact center operations.
• Experience with Generative & Agentic AI platforms,  workforce management tools, and customer analytics preferred.
• Strong understanding of regulatory requirements preferred.
  
  Knowledge, Skills And Abilities

• Strategic thinking with a customer-first mindset.
• Exceptional leadership and team-building capabilities.
• Strong analytical and problem-solving skills.
• Excellent communication and stakeholder management.
• Ability to thrive in a fast-paced, high-pressure environment.
• Familiarity with collection service and customer care best practices.
• Ability to travel as needed.

Benefits

SWC offers an industry-leading compensation program that includes:

• Clean, professional work environment with business casual dress
• Base salary bonus
• Holiday and vacation plan
• Medical, dental, vision and life insurance
• Short-term and long-term disability plans
• 401(k) Plan