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:
Senior Manager of U.S. Digital operations is responsible for the day to day management of the Operations team handling chat, email and SMS communications with PRA, LLC customers.
PLEASE NOTE: This position will be fully onsite at our Norfolk offices.
Responsibilities:
- Responsible for the management and performance of Customer Care and Chat Collections.
- Responsible for forecasting staffing levels to meet demand and service levels.
- Leads all aspects of the recruiting and hiring process for approved positions.
- Development and execution of training
- Development, execution and compliance with team and company policies and procedures
- Liaising with other departments, external agencies, and vendors to resolve customer issues and ensure appropriate handling of customer cases.
- Development of reporting and data to measure team performance against KPIs (Key Performance Indicators) across key performance metrics (financial, operational, quality, customer experience)
- Identifies and implements improvement opportunities to improve performance and deliver results.
- Serve as non-voice operations subject matter expert on projects and initiatives.
- Ensuring compliance with applicable laws, regulations, and company policies.
Professional Experience/Qualifications:
- Minimum of 3-5 years of related and relevant work experience in operations management.
- Prior management experience of teams of 20 or more individuals.
- Ability to serve as liaison for the Company with external agencies and vendors.
- Demonstrated expert proficiency and knowledge in: Microsoft 365 and Office programs, including Word, Excel, and PowerPoint.
- Preferred experience with email and chat servicing platforms
- Action-oriented; team player; ability to clearly set work priorities.
- Strong leadership and people skills.
- Project management skills and understanding the project life cycle.
- Effective communication skills with experience presenting to executive level audiences.
- Experience working in a custom service/customer experience-oriented environment.
- Must be able to handle multiple projects/tasks simultaneously while meeting tight deadlines.
- Bachelor’s Degree in management or related field
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.