14 hours

Director, PTI Operations (Call Center and Business Services)

Performant Financial
San Angelo, TX
  • Job Code
Performant Financial Corporation

Performant Corporation is an Equal Opportunity Employer (Minorities/Females/Disabled/Veterans).

Director, PTI Operations (Call Center and Business Services)
Job Code:2017-80-4-020
Location:San Angelo, TX
Status:Regular Full Time
The Director of PTI Operations (Call Center & Services) has responsibility for leading and managing operations to deliver direct services to our clients that may include call center services, default prevention/ delinquency management services, or other business services.  The focus of this role is to lead strategic efforts to drive financial and operational success for the company based customer contractual requirements and has overall revenue accountability for assigned business.  This position is also responsible for oversight of inventory management, analytics, training, support and strategy used to deliver, monitor, and control management of business and accounts Performant is working on behalf of its clients.  

Essential Functions include:

• Management and leadership for teams of approximately 150-300 employees that directly service client assigned accounts or customers in functions such as call center services, default prevention/delinquency management services, and other business services.
Builds and develops a team of Operations Managers and Supervisors.
• Collaborates with and effectively leverages Inventory and Reporting Analytics staff to effectively manage client portfolio and optimize service delivery to clients and revenue for the Company.
• Collaborates with and effectively leverages training resources to optimize efficiency and effectiveness of assimilating new hires, as well as ensuring quality and compliance, and optimal service delivery to clients.
• May manage or co-manage operations clerical support staff.
• Accountability for revenue, compliance, customer satisfaction, profitability and overall management of assigned business and teams.
• Development of staffing plans and alignment of operational strategies to deliver maximum customer satisfaction and profitably to assigned customer projects.
• Drive development of analytics to identify efficiency opportunities, mitigate potential risks or issues, monitor service delivery activity.
• Actively identify opportunities for increased efficiencies to processes, systems and tools used in delivering client services.
• Develop programs and operations that promote a positive, focused, and driven team environment.
• Ensure effective monitoring and of operational activities through appropriate legal means and take appropriate actions to correct or mitigate issues or deficiencies to ensure all conduct, behavior and work being performed is in compliance with client requirements, federal, state and local laws, and internal policies and procedures.
• Coach and mentor staff toward development of skills and capabilities.
• Performing other duties as may be required to meet business needs.

Required Skills and Knowledge:
• Strong understanding of the pre-default delinquency, call center, and servicing business operations principals, concepts and applicable laws.
• Ability to manage large inventories in multiple tranches and track performance both on a cohort and in aggregate. 
• Has a keen understanding of all compliance programs including FDCPA, TCPA and Reg E. 
• Ability to effectively communicate with clients, peer and support group management in an ongoing effort to manage business. 
• Proven ability to deliver business results and maintain high customer satisfaction.
• Strong management skills in coaching, mentoring, training and performance management.
• Proven ability to build and lead a team with strong commitment to positive, constructive and progressive work environment aligned with the company core values of People, Excellence and Innovation.
• Requires exceptional influencing and communication skills coupled with analytical and critical thinking abilities.
• Possess ability to develop a team environment where collaboration and the knowledge transfer process are critical for success.
• Ability to build strong relationships both internal and external to the organization.
• Exercises excellent judgment and possesses a keen attention to detail.
• Demonstrates initiative, and creativity to drive excellent customer results and satisfaction.
• Able to solve complex problems, and resolve disagreements with informed, rational debate.
• Acts with confidence and achieves results.
• Builds credibility and trust.
• Mind-set of continuous improvement and adapts quickly and effectively to change.
• Strong process, project and program management skills.
• Requires ability to work full-time in a fast-paced business office environment in the assigned office during hours of business operations, which may also include some nights or weekends to meet business needs.
• Proficient in Word, Excel, PowerPoint and Access.
Education and Experience:
• BA/BS in business, finance or related preferred but not required.
• 6+ years progressive experience in operations management, with minimum of 2 years with similar responsibilities.
• 10+ years progressive experience collections and/or call center.
• Accomplished track record demonstrating the knowledge and skills required for the position.
Other Requirements:

- Must submit to and pass background check.
- Must not have any Federal or State liens resulting from County, State or Federal tax issues.
- Must not have any current defaulted student loans.
- Must be able to pass a criminal background check; must not have any felony convictions or specific misdemeanors.
- Must submit to and pass drug screen.

Performant is a government contractor. Certain client assignments for this position may require submission to and successful outcome of additional background and/or clearances throughout employment with the Company.

Job Profile is subject to change at any time.

Performant Financial Corporation is an Equal Opportunity Employer. Performant Financial Corporation is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, age, religion, gender, gender identity, sexual orientation, pregnancy, age, physical or mental disability, genetic characteristics, medical condition, marital status, citizenship status, military service status, political belief status, or any other consideration made unlawful by law.



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Director, PTI Operations (Call Center and Business Services)

Performant Financial
San Angelo, TX

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Performant Financial
San Angelo, TX

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