Director, Operations - Overland Park
NCO Group - Overland Park, KS

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130000460

Description

NCO is an industry leader in providing business process outsourcing services including accounts receivable management, customer relationship management and back office services for a diversified customer base. Our clients are empowered to successfully address immediate business needs, while empowering long-term growth across the entire customer lifecycle. NCO currently provides services through offices in Antigua, Australia, Barbados, Canada, Guatemala, India, Mexico, Panama, the Philippines, United Kingdom and the United States.

Principal Responsibilities

Responsible for communications with Client(s) regarding complaints, goal-setting, batch reports, audit responses, account issues, Information Technology (IT) issues, and any other issues that are communicated to or from the Client.

Manage multiple or large projects with up to 120+ employees.

Responsible for the growth of the division by seeking more market share from existing Clients and soliciting new markets.

Responsible for reviewing applications for employment, interviewing, and hiring new employees.

Responsible for liquidation rates for all clients including setting, tracking, and obtaining goals.

Responsible for client rankings. Ensures NCO is competitive with other organizations.

Develop and maintain working relationships with Clients and potential Clients.

Coordinate Client visits to promote consistent presentation of NCO processes.

Implement activities designed to attract, develop, and retain a diverse work team.

Administer programs and action plans to meet service and productivity goals.

Develop, train, and motivate Managers, Supervisors, and Team Leads.

Develop and maintain knowledge, awareness, and understanding of company policies and procedures, goals and objectives, plans and strategies.

Provide feedback to direct reports and other team members concerning possible issues or areas of improvement.

Responsible for progressive discipline with regards to attendance, performance and all aspects of company policy up to and including termination.

Accountable for all decisions, actions, and directives with respect to job responsibilities.

Knowledge, understanding, compliance, and enforcement of all applicable Federal, State, and Local laws and regulations relating to job duties.

Knowledge, understanding, and compliance with NCO policies and procedures.

Participation in Company Programs must meet minimum performance standards.

Responsible for respective department's overall performance and for motivating team to exceed department goals and objectives.

Provide feedback to management concerning possible problems or areas of improvement as well as performance of team.

Make recommendations to implement improved processes.

Perform other duties as assigned by management.

Qualifications

Bachelor's Degree or equivalent in relevant work experience.

5 years of related and/or management experience required. 7 years of related and/or management experience preferred.

Proficient personal computer skills including Microsoft Office.

Excellent interpersonal, written, and oral communication skills.

Ability to work in a multi-tasked environment.

Excellent judgment, reasoning and problem resolution skills.

Demonstrated excellence in time management skills.

Ability to prioritize and organize work.

Ability to maintain the highest level of confidentiality.

Work Environment

Office environment.

Ability to lift and/or move 20 pounds with or without accommodation.

We offer a competitive salary and comprehensive benefits package, paid time off and a 401 (k) plan.

M/F/H/V/EOE/AA

Job

Manager

Primary Location

UNITED STATES-KS-Overland Park

Work Locations

Overland Park, KS

7245 W 95th Street

Overland Park

66212

Employee Status

Regular

Schedule

Full-time

Job Level

Director

Shift

Day Job

Education Level

High School Diploma/GED/CXC (±11 years)

NCO Group - 21 months ago - save job - copy to clipboard
About this company
179 reviews
NCO Group, Inc. (NCO) is a holding company and conducts substantially all of its business operations through its subsidiaries. NCO is a...