AVP, Control Tower Operations

Assistant Vice President, Control Tower Operations
The department is responsible for monitoring all outbound and inbound call traffic to insure timely and effective handling of all inquiries.
The Assistant Vice President, Control Tower Operations is primarily responsible for overseeing the day-to-day outbound and inbound calling efforts for all Collection and Loss Mitigation groups within Loan Administration. This position oversees the monitoring of all incoming queue traffic, as well as outbound dialing volumes to insure proper coverage within all of the groups, and for all portfolios for which the company is responsible. This includes not only working with the business units on staffing, but also with the Telecom areas to make certain that each site has sufficient technological capacity to handle the volume of calls necessary. This position must interact with a wide range of individuals and departments including IT, Telecom, as well as external vendors such as our phone and dialer vendor, and individuals from a staff level position all the way through Managing Director. Will also be responsible for the hiring, training, and development of all members of their team, as well as extensive regular reporting to all members of management for all of the Collections and Loss Mitigation groups.
Primary responsibilities include:

Manage and support groups that oversee the development of Campaign Strategies, Queue Management, and Production Reporting for all Loss Mitigation collection sites to ensure compliance with all investor and department guidelines.

Coordinate, compile and analyze Daily, Weekly, Monthly data for distribution and presentation to Senior Management.

Establish performance standards, evaluate job performance, administer disciplinary action as required, provide training and develop career paths for all direct reports.

Interview applicants and recommend potential hires, perform periodic performance reviews and recommend salary adjustments.

Conduct regular meetings with Senior Management to discuss current production level and recommendations in relation inbound/outbound call strategies, portfolio trending, staffing, and overall Call Center production improvements. Through new technology or better utilizing our existing technologies.

Work with IT and Telephony Groups to better utilize existing technologies, and discuss process improvements through new technologies. This includes the creation of the appropriate analytics to determine feasibility of the item being requested.

Other duties, including the oversight of the setting up of new sites as they are added by the corporation.
A successful candidate will have:

BA degree in Business, Communications or other related field or equivalent experience.

Computer proficiency.

Strong verbal and written communication skills.

Ability to conceptualize and establish computer system operational and control enhancements.

Flexibility and enjoy working with people of all skill levels and cultures.

Be a self-starter requiring minimal supervision.

Minimum three to five years of increasing responsibility in supervisory/managerial experience.
An ideal candidate may also possess:

One year of experience in a call center environment preferred.

Some knowledge of automated dialers and phone systems is a plus.

Please see Job Description