Collection Strategic Operations Lead

North York, ON
$70,000-80,000 per year
Permanent
Full-time

1 month ago

What’s in it for you as an employee of QFG?Health & wellbeing resources and programsPaid vacation, personal, and sick days for work-life balanceCompetitive compensation and benefits packagesWork-life balance in a hybrid environment with at least 3 days in officeCareer growth and development opportunitiesOpportunities to contribute to community causesWork with diverse team members in an inclusive and collaborative environmentThis job posting is for an existing vacancy.We’re looking for our next Collection Strategic Operations Lead. Could It Be You?The Enterprise Collections Operational Lead/ Dialer Manager is responsible for the strategy, configuration, and day-to-day optimization of outbound and inbound dialer platforms primarily supporting Collections Operations as well as acting as a Dialer System SME for enterprise teams. They are responsible for monitoring and adjusting the dialer system in real-time to maximize agent utilization and ensure that service level agreements (SLAs) are met.Additionally, they will be responsible for ensuring the dialer software is used efficiently to maximize productivity, while maintaining compliance with applicable regulations. This is a highly analytical role where all strategic decisions—from campaign pacing to customer segmentation—are driven by data. The position blends business ownership of the dialer with hands-on technical operations and production support, acting as the primary bridge between collections strategy to support customer outreaches, operations, and technology teamsNeed more details? Keep reading…In this role, responsibilities include but are not limited to:Strategic Collections Outreaches & Dialer OptimizationCampaign Strategy & Execution: Develop, implement, and continuously test dialing rules, including pacing, time-of-day logic, and retry strategies to optimize contact ratesIntraday Performance Management: Monitor and adjust dialer settings in real-time to maximize agent availability, minimize downtime, and react to live abandonment rates or volume fluctuationsProcess Improvement: Identify and implement operational enhancements to streamline dialing workflows and improve overall recovery resultsManage the strategic deployment of digital outreach channels, including SMS and emerging communication technologies, to ensure a cohesive and modern customer contact strategyAnalytical Leadership & Data-Driven InsightsPerformance Analytics: Analyze real-time and historical contact center metrics to identify trends, patterns, and opportunities for call volume optimizationStrategic Reporting: Interpret campaign results regarding contact success and provide clear, data-backed insights and recommendations to senior leadershipCross-Functional Alignment: Partner with Operations to align dialing volumes with staffing levels, shrinkage, and intraday adjustmentsTechnical Oversight & SupportProduction Support & Incident Management: Provide dialer troubleshooting, participate in incident management (RCA), and lead UAT/regression testing for system changesVendor & Documentation Management: Liaise with dialer vendors for troubleshooting and patching while maintaining SOPs, playbooks, and escalation pathsTechnical Translation: Act as the primary bridge by translating collections business requirements into technical specifications and change requestsCompliance, Mentorship & Leadership

Regulatory Adherence: Ensure 100% compliance with applicable national/local regulations and internal call plans and schedules

So are YOU our next Collection Strategic Operations Lead? You are if you…

5+ years of experience in collections contact center operations or analytics
3+ years experience working with dialer platforms in a regulated environment
Strong understanding of collections workflows, segmentation, and customer treatment strategies
Experience supporting production systems in a Tech Ops / Prod Ops capacity
Solid knowledge of compliance requirements impacting dialing
Strong analytical, problem-solving, and stakeholder management skills

Preferred QualificationsExperience in financial services, banking, or fintechExposure to SQL, reporting tools, or dialer analytics platformsExperience with incident management frameworksVendor management experiencePrior leadership or people-management experienceAdditional kudos if you…Have experience in the financial services industryAdditional Information…

Must be available to provide evening and/or weekend support

Compensation Information:Base salary range: $70,000-$80,000The final compensation package will be commensurate with the successful candidate's experience, skills, and geographic location (Canada). It includes a comprehensive benefits plan and a competitive incentive (bonus) program for Full-Time Permanent roles.Sounds like you? Click below to apply!#LI-ÉP1#LI-Hybrid

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