Looking for an opportunity with a dynamic, fun, and goal-oriented company? We’re growing quickly and we’re looking for some not-so-typical talent to join our team.
Progress Residential® is one of the largest providers of high-quality, single-family rental homes in the United States. With more than 65,000 homes across some of the fastest-growing markets, our residents appreciate the flexibility, freedom, and convenience of living in a single-family home without the obligations of home ownership.
Progress is committed to making the home rental process easy and enjoyable for the 100,000+ residents we serve by empowering our team members and investing in innovative systems and technology. Our portfolio has continued to grow substantially the past few years and we see increasing demand for professionally managed single-family rental homes and anticipate continued growth.
The Director - Collections is responsible for providing high quality and responsive customer service to our residents and local field associates. Responsibilities include driving strategy for the department and overseeing the management of our Collections, Evictions, Support, and Account Services teams. These groups handle inbound/outbound calls/contacts and other administrative duties related to general inquiries, past due balances, evictions, deposits, disputes, escalations, and account services. The candidate must have experience managing associates and teams in a high-volume contact center environment. The ideal candidate will possess dynamic leadership skills, exceptional personal communication, is both process & people-minded, and is a hands-on, highly accessible leader.
Manage a team of 40+ Collections Agents and Supervisors responsible for handling upwards of 3,000 calls/contacts per day related to past due accounts
Manage a team of 15+ Eviction Coordinators and Supervisors responsible for managing and processing evictions
Manage a team of 15+ Account Services Coordinators and Supervisors responsible for post residence account processing
Manage a team of 15+ Resident Support Partners and Supervisors responsible for disputes, escalations and special handling of resident accounts
Determine contact center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identify and evaluate state-of-the-art technologies; defining user requirements; establishes technical specifications, and production, productivity, quality, and customer-service standards; contributes information and analysis to organizational strategic plans and reviews
Create and continuously evaluate processes and procedures; responsible for suggesting methods to improve operations, efficiency, call center operations and service to internal and external customers
Perform root cause analyses and submits recommendations for process improvements
Maintain and improve call center operations by monitoring system performance; identify and resolve problems; prepare and complete action plans; complete system audits and analyses; manage system and process improvement, staffing and scheduling plans, and quality assurance programs
Oversee call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administer scheduling systems; communicate job expectations; plan, monitor, appraise, and review job contributions; plan and review compensation actions; enforce policy and procedure
Prepare performance reports by collecting, analyzing, and summarizing data and trends
Maintain professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
Accomplish organization goals by accepting ownership for accomplishing new and different requests; explore opportunities to add value to job accomplishments
Perform ongoing training of team on newly developed process and procedures; educate and promote property repair best practices; coordinate skills and trade-based training for associates as needed
Create and maintain daily, weekly, and monthly metrics for the department and team
Analyze key metrics, daily & weekly reports, and performance indicators to identify areas of focus and/or necessary improvements
Ensure employees have appropriate training and other resources to perform their jobs
Create and maintain a high-quality work environment and support the company culture so team members are motivated to perform at their highest level and grow with the organization
Assist in special projects or assignments as needed by the business
Human Resource Management
Hire, train and supervise staff, set goals and hold people accountable for results
Oversee the development of employees’ daily duties and responsibilities
Monitor trends in the market and make changes to meet those ever-changing trends
Performance management of personnel including, development plans, reviews, corrective action, mentoring, and performance improvement plans
7-10 years of experience leading customer service associates in a fast-paced, high-volume contact center environment
Bachelor’s or equivalent degree strongly preferred
Excellent verbal and written communication skills
Superb accuracy and attention to detail
Ability to prioritize and multi-task in a fast-paced environment
Adaptable to feedback and requested changes
Excellent interpersonal skills, genuinely friendly and approachable
Proven experience as contact center manager or similar position
Knowledge of performance evaluation and customer service metrics
Proficient in MS Office and call center equipment/software programs
Outstanding communication and interpersonal skills
Excellent organizational and leadership skills with a problem-solving ability
What you can expect from us:
Progress Residential® offers all the financial and non-financial incentives you would expect from an innovative real estate investment and management firm:
In addition to outstanding training, we host quarterly summits and town hall meetings to encourage growth, knowledge sharing and a good time. After all, it’s about progress, not perfection.
We offer competitive compensation, including a performance-based bonus.
Our generous benefits package includes comprehensive healthcare coverage for you and your family, parental leave, paid time off, 9 paid holidays and much more.
This summary is not an all-inclusive description of job duties. Other job duties and responsibilities may also be assigned by the incumbent’s supervisor at any time based upon Company need.
Progress Residential® is a proud Equal Opportunity employer, m/f/d/v.