• Manage, coach, develop, and train employees to achieve expected departmental results • Coordinate activities of employees, to include dialer operation and/or list strategizing • Coordinate activities of third-party agencies when needed • Investigate, resolve, and respond to escalated issues • Manage business results by analyzing reports and any associated productivity • Coordinate with members of management to develop/implement new strategies, process improvements, and procedures • Answer questions and take manager calls • Monitor employee attendance and schedule adherence • Assist in reviewing and approving bonus and subsequent payouts/payrolls • Collaborate with and assist with leading BPO partners • Compile and present monthly KPI results to Executive Level Leadership • Serve as a backup resource for the VP of Collections and Recovery and the Director of Repossession and Recovery