Description
Position Summary
The Collections Senior Manager, Dialer Operations is responsible for the strategic leadership, governance, and performance management of Credit One Bank's dialer operations across internal collection teams, agency partners, and emerging AI-driven collection technologies. This role oversees a team of Dialer Operations leaders and analysts responsible for dialing strategy execution, vendor management, operational analytics, compliance monitoring, workforce optimization, and technology innovation.
Essential Job Functions
- Lead and develop Dialer Operations leaders, analysts, and support teams responsible for internal, agency, and AI-driven collection strategies.
- Develop and oversee enterprise dialer strategies designed to maximize account penetration, recovery performance, and operational efficiency.
- Direct optimization efforts across inbound, outbound, agency, and AI-assisted collection channels.
- Oversee dialer operations across external collection agency partners.
- Manage relationships with dialer technology providers, AI vendors, and strategic partners.
- Ensure dialing operations comply with all applicable regulatory requirements, including FDCPA, TCPA, UDAAP, and internal compliance standards.
- Maintain strong governance controls surrounding dialing activities and customer outreach.
- Drive the use of reporting, analytics, and business intelligence to support operational decisions.
- Leverage SQL, analytics platforms, AI tools, and internal reporting systems to identify opportunities and operational risks.
- Lead implementation and optimization of predictive dialing technologies, AI collection solutions, and automation initiatives.
- Partner with Technology, Product, and Vendor teams during system enhancements, upgrades, and implementations.
- Champion adoption of AI-enabled tools and advanced analytics capabilities.
- Support strategic workforce planning, capacity management, and forecasting efforts.
- Manage departmental priorities, budgets, resource allocation, and project execution.
Position Requirements
- 7+ years of collections, call center, or dialer operations experience.
- 3+ years of leadership experience managing managers, analysts, or operational teams.
- Advanced knowledge of outbound dialing systems, predictive dialers, campaign management, and call center operations.
- Strong understanding of collection strategies, workforce management concepts, and performance optimization.
- Demonstrated ability to analyze complex operational data and develop actionable recommendations.
- Experience working with third-party vendors, agency networks, and technology providers.
- Excellent leadership, coaching, communication, and presentation skills.
- Strong project management and organizational capabilities.
- Advanced proficiency in Microsoft Office applications, reporting tools, and data analysis platforms.
- Knowledge of SQL and business intelligence tools preferred.
- Ability to balance operational performance, compliance requirements, and strategic business objectives.
Preferred
- Bachelor's Degree in Business Administration, Finance, Operations, Information Systems, or related field.
- Experience leading AI-enabled collections strategies and automation initiatives.
- Experience supporting large-scale call center operations.
- Advanced knowledge of Dialer Operations, Workforce Management, predictive analytics, and operational planning.
Credit One Bank, N.A. is a data-driven financial services company based in Las Vegas. Founded in 1984, Credit One Bank offers a spectrum of credit card products for people in all stages of financial life. Credit One Bank is an equal opportunity employer committed to diversity and inclusion and does not discriminate against any employee or applicant for employment because of age, race, religion, color, disability, sex, sexual orientation, or national origin. Reasonable accommodations can be made for those who require them, including access to job applications and workplace accommodations. Employment at Credit One Bank is based on mutual consent (also known as at-will). This means that employees and the Bank may terminate the employment relationship at any time, with or without cause and with or without notice. Please contact the recruiter for this position to learn more. Credit One Bank does not accept unsolicited resumes from agencies and is not responsible for related fees.