Group Manager - HR - 06831 (Troy, MI)

The Group Manager is responsible for managing and achieving business results through a team of employees. This position includes being responsible for all aspects of performance management (setting expectations, observing, coaching, counseling, and rewarding), performance metrics and tracking, and supporting an engaged and collaborative team environment. The Group Manager is also responsible for ensuring proper documentation and compliance with company policy, documentation procedures and FDCPA.

Responsibilities

Drive Operational Business Results: Actively manage and coach Account Managers to drive consistent achievement of operational goals based on reporting analysis, observation and monitoring. Proactively monitor daily / weekly operational statistics and reporting trends / variances to inform management of potential trends, issues and opportunities.

Actively Seek and Incorporate Feedback: Identify and pursue self-learning opportunities and support learning opportunities for team members. Share knowledge with and/or coach others to improve processes and better achieve goals.

Communicate and Reinforce Company Visions: Incorporate company policies, practices, values and initiatives in a way that helps employees understand their contribution and accountability to the success of the organization.

Identify Opportunities for Call Center Process Improvement: Act as a subject matter expert by demonstrating technical knowledge and skills critical to the business. Serve as first contact for escalated calls from customers

Management of direct reports (reporting to the role).

Perform other duties, as assigned.

Required Skills:

Minimum 2 years supervisory experience

Strong analytical skills

Preferred Skills:

Bachelor'sDegree

1+ years of collections or customer service

Knowledge of FDCPA, finance industry, dialer systems.

Access and understanding reporting tools and systems.

Negotiation skills.

As we navigate through these unprecedented times, MCM’s focus continues to be our commitment to our Consumers and Employees. Since the start of COVID-19, our teams have worked diligently to ensure the health and safety of our employees while continuing to support our Consumers.

MCM continues to hire in areas which aid in the support of our Consumers and Employees. We have also leveraged our digital capabilities to continue to provide a great recruiting experience. As an applicant, you may be asked to complete a phone screen, or a virtual interview and our Recruiting Team is committed to supporting any questions you may have throughout the Interview process.

Now more than ever, we have a high demand for goal-driven, motivated individuals to join our team.