Associate Manager - Team Manager

Job Description

As a Team Manager supporting the PNC program, you will lead a team of collection specialists across Consumer, Mortgage & Recovery & verticals. This role is responsible for driving operational performance, customer experience, compliance adherence, and employee development while ensuring alignment with client expectations and business goals.

Key Responsibilities

• Lead, coach, and develop team members to achieve performance, productivity, quality, and recovery goals.
• Monitor operational metrics such as RPC, Promise-to-Pay, delinquency, recovery rates, productivity, and quality performance.
• Review and communicate daily, weekly, and monthly business results with the team.
• Manage attendance, staffing plans, schedules, workload balancing, and queue assignments.
• Support escalations and assist agents with complex customer situations, including hardship requests, disputes, fraud concerns, bankruptcy, ...

Ready to Apply?

Submit your application today and join our talented team at Sutherland.