Global Collections Production Leader


Job Description

Fueled by a fundamental belief that having access to financial services creates opportunity, PayPal (NASDAQ: PYPL) is committed to democratizing financial services and empowering people and businesses to join and thrive in the global economy. Our open digital payments platform gives PayPal’s 375 million active account holders the confidence to connect and transact in new and powerful ways, whether they are online, on a mobile device, in an app, or in person. Through a combination of technological innovation and strategic partnerships, PayPal creates better ways to manage and move money, and offers choice and flexibility when sending payments, paying or getting paid. Available in more than 200 markets around the world, the PayPal platform, including Braintree, Venmo and Xoom enables consumers and merchants to receive money in more than 100 currencies, withdraw funds in 56 currencies and hold balances in their PayPal accounts in 25 currencies.

As the North America Collections Contact Channel Production Manager, you will lead a high performing team, responsible for the daily management and operations of the dialing campaigns within the collections department. You will work closely with the Strategy and Leadership Teams to support and help drive the overall contact strategy for Global Collections. You will work with business leaders to determine overall strategy and the design of dialing is meeting regulatory and policies and procedures. The North America Collections Contact Channel Production Manager will be responsible for managing and administering the Genesys outbound platform, LiveVox HCI platform, a network of Inbound queues and manual groups, as well as productivity reporting and analyzation for multiple products and lines of business within collections. Duties include but are not limited to monitoring and surpassing KPI’s including inbound service level, abandon call rates, list penetration, short term forecasting, scheduling, adherence to schedules, dialer campaigns, driving right party contacts and real time management. Experience in optimizing alternative contact channels such as SMS, email and non-voice contact methods preferred.

Additional Responsibilities/Requirements: 

  • Utilize Workforce management tools (NICE & Genesys) software to manage and improve call volume and efficiency and overall Call Center metrics
  • Forecast short-term staffing needs, taking into account contact volume and headcount requirements.
  • Real-time queue management of contact and associate schedule adherence
  • Assist with scheduling of PTO, Training, and any other off phone activities in a manner that daily service levels are not impacted adversely.
  • Generate daily reports to show changes to productivity or performance.
  • Provide updates on Performance to department leaders on an intra-day and daily basis.
  • Collect data, analyze, and provide recommendation for improvement of performance.
  • Create and coordinate workforce improvement-based performance.
  • Organizing the day-to-day operations and strategy. Ability to multi-task while maintaining efficiency is important to the success of this position.
  • Following up on the execution of the call campaigns ensuring desired penetration and contact rates are achieved.
  • Communicate effectively with leadership regarding dialer capabilities and execution of strategies.
  • Ensure all work is performed in compliance with policies as well as local, state, and federal collection laws and regulations.
  • Monitoring of real-time production standards, production of daily reports and troubleshooting of dialer issues.
  • Analyzing of data to improve operations by monitoring system performance, identifying and resolving problems, completing system audits, managing system and process improvement, and installing upgrades.
  • Preparing performance reports by collecting, analyzing, and summarizing data and trends.
  • Recommend and implement improvements in call flow, dialing strategies, inbound call routing and efficiency improvements.
  • Lead employees to meet department's expectations for productivity, quality, and effectiveness.

Core Competencies:  

Critical core competencies for successful performance in this role are:

  • Ability to manage influence through persuasion, negotiation, and consensus-building
  • Strong empathy for customers/partners and passion for loss mitigation prevention
  • Deep understanding of Collections Operations & Risk
  • Analytical and process-oriented mindset
  • Demonstrated desire for continuous learning and improvement
  • Excellent written and verbal communication skills
  • Demonstrate critical thinking skills
  • Navigate ambiguous situations successfully
  • Manage and execute complex projects
  • Drive strong financial discipline and operational efficiency
  • Develop and present executive presentations
  • Facilitate dialogue across multiple business units, functions, geographies, business partners and Centers of Excellence


  • 6+ years’ experience in Collections environment
  • 6+ years of production and workforce management experience
  • Strong people first leader with the ability to build and maintain a high performing team.
  • Proven experience in teaming up with business professionals with responsibilities to meet and exceed goals.
  • Excellent organizational skills. The ability to manage processes and follow up on all aspects of operations is essential.
  • Ability to coordinate a variety of assignments simultaneously and prioritize work assignments for self and your team.
  • Advanced proficiency with Microsoft Office (Word, PowerPoint, Outlook, Teams - Highly proficient in Excel.
  • Working knowledge of Fair Debt Collection Practices Act (FDCPA) and Telephone Consumer Protection Act (TCPA)
  • Proficient experience with contact center workforce management tools
  • Possesses confident, articulate, and professional speaking ability. Known to craft concise, structured written correspondence that effectively incorporates a clear objective.
  • Experience in an environment where cross-functional collaboration is essential to accomplishing goals and objectives.
  • Ability to maintain precise attention to detail in a high-pressure, time-sensitive environment

Our world-class culture is something we’re proud of.  We’re committed to creating a thriving and inclusive workplace with great benefits including:

  • Excellent medical and dental benefits that start day one.
  • Competitive salary.
  • 401k match and employee stock purchase plan.
  • Generous PTO and sick time policies
  • Ongoing training, tuition reimbursement and support to help you realize your full career potential.
  • Give back to local communities through our many fundraising and volunteer opportunities.
  • PayPal’s sabbatical program provides four weeks of paid time off after every five years of service.
  • Active social groups, onsite events, onsite gym, cafe, games and arcade rooms, relaxation zones and so much more!

We're a purpose-driven company whose beliefs are the foundation for how we conduct business every day. We hold ourselves to our One Team Behaviors which demand that we hold the highest ethical standards, to empower an open and diverse workplace, and strive to treat everyone who is touched by our business with dignity and respect. Our employees challenge the status quo, ask questions, and find solutions. We want to break down barriers to financial empowerment. Join us as we change the way the world defines financial freedom.

PayPal provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, PayPal will provide reasonable accommodations for qualified individuals with disabilities. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at


Job ID: 7116

Posted 21 days ago

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