Customer Engagement Unit Manager

What You'll Do:

Lead & Mentor: Own the growth and success of your team through weekly 1:1s, side-by-side call coaching, and targeted training that sharpens negotiation skills, call quality, and consumer engagement .

Drive Performance & Accountability: Guide your team to meet and exceed key outreach KPIs, recovery targets, and promise/activation rates while fostering a supportive environment .

Manage Daily Operations: Adjust real-time staffing, workflows, and schedules to maximize right-party contact opportunities and keep service levels high .

Handle Escalations: Step in with strong leadership presence and de-escalation techniques to handle complex customer calls and emails smoothly .

Ensure Compliance: Protect both the business and the consumer by ensuring all team activity fully aligns with internal policies, client requirements, FDCPA, Reg F, UDAAP, and state regulations .

Optimize & Innovate: Analyze portfolio trends to spot performance gaps, refine contact strategies/talk tracks, and support the rollout of new tools and workflows .

Build Culture: Design creative team-engagement activities to foster a collaborative, positive, and highly motivated team culture .

Who You Are:

An Experienced Collections Leader: You bring 4+ years of total collections experience, including 2+ years of leadership in a call center or collections environment .

A Skilled Coach & Communicator: You excel at developing talent, building trust, holding teams accountable, and guiding specialists toward consistent results .

A Compliance & Strategy Expert: You have deep knowledge of collections operations, consumer negotiation techniques, and regulatory standards (FDCPA, Reg F, UDAAP, state laws) .

Data-Driven & Detail-Oriented: You know how to evaluate performance trends, identify operational gaps, and turn insights into actionable solutions .

Tech-Savvy: You are comfortable utilizing dialers, CRM platforms, reporting dashboards, and workflow management systems to drive efficiency .

Educated & Qualified: You hold a High School Diploma or equivalent (Bachelor's degree preferred) and are fluent in both English and a second language (Bilingual) .