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Call Center Operations AVP in Burlington, NC at PRA Group

Date Posted: 5/10/2018

Job Snapshot

Job Description

We invite you to explore a future with us at PRA Group, a diverse and growing company that has a tangible impact on the global economy.

Position Summary: 

Responsible for the overall management of collection activities within assigned area. Activities included policy recommendations, employee development, capacity planning, process design, budgeting, and strategic planning.
  • Exhibit and demonstrate a leadership role that promotes the company and adheres to the highest ethical standards and management philosophies
  •  Responsible for the overall collection goal and fee generation by being knowledgeable and versed in current technology and actively versed in process   design and innovation to improve current flows
  • Examines daily workload volumes to prioritize work efforts
  • Direct, guide and influence staff in handling all types of situations to determine the most effective method of operation
  • Analyze MIS, review files, and work action to identify training issues, potential lost revenue and implement corrective action plans
  • Interact with compliance to assure compliance of federal, state, and local regulations
  • As applicable, conduct interviews of applicants, make hiring recommendations and conduct formal and informal training of new hires
  • Initiate or approve recommendations regarding employment, performance ratings, promotions, salary changes, and terminations
  • Performs other projects or special assignments as required
  • Determine staffing requirements based on budget guidance; prepare job descriptions for newly created positions and update current job descriptions as required
  • Interview and select candidates for positions in department
  • Responsible for ensuring compliance with applicable laws, regulations and company policies across areas of organizational responsibility.

Supervisory Responsibilities:

  • Responsible for the overall direction, coordination, and evaluation of this unit. Supervise (7-12) Senior Operations and Operations Managers and (100-170) Account Representatives.
  • Responsibilities include participating in interview process and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
  • Prepare annual reviews; prepare change of status reports for employees assigned to department; prepare and document disciplinary actions; make recommendation concerning discharge of employees to AVP/Human Resources; conduct employee discharge meetings with Human Resources. 
  • Responsible for leave approval of department employees and approving hours worked for payroll of hourly employees.

Professional Experience/Qualifications:

  • Candidates must have at least one year experience with a similar type of debt collection servicing company immediately prior to joining our company and have supervised collection representatives. 
  • Preferred qualifications are a minimum of 5-7 years of experience in a high volume collection agency position with at least 5 years supervisory experience. 

Work Environment:
The noise level in the work environment is usually moderate as the employee works in an office environment, in an individual work station, using telephone and computer.  Employee may be required to work evenings and weekends. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification.  It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

All qualified applicants will receive consideration for employment regardless of age, race, color, sex, gender, religion, national origin, physical or mental disability, citizenship, or any other classes recognized by state or local law or any other characteristic protected under applicable federal, state or local law. We are a drug free workplace.


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