**Overview:** Incumbent will be primarily responsible for managing and reporting of various reconciliation processes, communicating trends to leadership, and identifying procedural deficiencies that may impact Collections processes and/or delinquency. **Key Duties & Responsibilities:** The Manager, Collections Operations responsibilities include, but are not limited to: + Provide management and oversight of day-to-day operations performance to Collections Specialists + Training and development of direct reports + Creating and/or maintaining reporting and oversight of Collections-related processes such as data transfers,workflows, notifications, and operational SLAs. + Maintaining interdepartmental communication, as it relates to Collections processes + Communicating identified, trends, risks, and/or procedural gaps to leadership + Handling escalated disputes from various departments determining the proper path for resolution anddelegating to the proper subordinate monitoring completion + Identifying audit needs and distribution of volume to direct reports + Assisting with the implementation of new processes, including design and testing **Required Experience** + High school diploma or GED + 2+ years Contact Center experience **Preferred Experience** + Associate’s or Bachelors’ degree preferred + 1+ years leadership experience **Skills & Abilities:** + Organized and detail-oriented + Excellent analytical skills + Able to multi-task and shift priorities, as required + Strong communication skills (verbal and written) and ability to communicate with individuals at all levels ofthe organization + Professional in appear and manner + Ability to work a full-time schedule, including evenings, weekends, and holidays, as needed + MS Office (Word, Excel, Power Point, Visio) + Microsoft SQL Server Management Studio **Working Conditions:** + Work is performed in a call center environment and may require prolonged periods of sitting/standing