The Call Center Technology Manager oversees and coordinates activities of one or more departments such as the Collection
department’s FDR project and technology area, and aids the Vice President of Call Center Technology in formulating and
administering organization policies by performing the following duties:

Essential Functions:
·Oversee Corporate Communications and Call Center Strategy groups.

·Oversee and participate in user acceptance testing.

·Manage the collections strategy department effectively.

·Create System Request Forms and Cost Benefits for all projects requiring any enhancements to current technology.

·Attend various meetings regarding projects currently underway to review programming efforts and ensure that
programming is progressing as planned.

·Ensure that all Collection and Customer Service systems are working properly.

·Ensure that all reports are created and distributed.

·Follow up and resolve any technical difficulties that may have a negative impact on Collections and Customer Service
productivity.

·Act as a liaison between Collections/Customer Service, and IT, Recovery and Learning and Development to carry out
various projects.

·Review Change Controls.

·Meet with Collections Project Team and Sr. Management to review Applied Innovations.

·Responsible for overseeing the charge off process to ensure accurate and complete processing.

·Automate and enhance Collection and Customer Service process flows.

·Research the viability of externally provided system enhancements (e.g. CRM alternatives, Davox, etc.).

·Prepare & Review System Request Forms (SRF) including associated cost benefit analysis for Call Center initiatives.

·Monitor and report on progress of project plans.

·Ensures implementation of Call Center Technology initiatives are completed in a timely manner.

·Develops and recommends short-term enhancements to either alleviate or minimize the impact on daily productivity.

·Occasionally assist with other aspects of the Company’s business, such as Customer Assistance, when required.

·May draft, review, administer and approve all necessary human resources paperwork to include; disciplinary actions,
performance evaluations, time off requests and personal status change requests.

·Directs the work of two or more full time Associates.

·Has the authority to hire or terminate Associates in accordance with Company policy. May recommend promotions or any
other change of status for an Associate

·Conducts employment interviews as required.

·Sets and adjusts work hours.

·Handles Associate complaints/issues.