Manager, Collection Systems

The Manager of Collection Systems role in the company, United Arab Emirates, focuses on optimizing the efficiency and effectiveness of outbound collection campaigns. This position entails ensuring that all daily call records are received, analyzing dialer metrics and performance data, and making recommendations to improve efficiency. The manager will collaborate with various business partners, particularly in Telephony, to manage upgrades and assist with project implementations related to the dialer system.

Key responsibilities include:

• Analyzing dialer metrics to enhance operational efficiency and compliance with regulatory requirements.
• Assisting business stakeholders in defining workflows and updating control inventories to align with business needs.
• Extracting and manipulating dialer data for reports and dashboards that support real-time performance monitoring.
• Identifying technical issues within the dialer system and collaborating with IT for resolutions and upgrades.
• Monitoring regulatory changes and ensuring control remediation efforts are in place.
• Managing daily outbound campaigns, ensuring targets are met and operational adjustments are made as necessary.
• Regularly reviewing daily reporting to inform business planning and addressing potential staffing gaps.

Candidates should possess a Bachelor’s Degree in Telecommunications, Information Technology, or a related field, or have 5 years of relevant technical experience. Experience in a collections call center environment is essential, along with knowledge of outbound collection regulations. Strong analytical skills to interpret complex data sets and excellent communication abilities are needed to articulate issues and create comprehensive reports. The ability to work independently while fostering positive relationships with stakeholders is crucial.