JOB DETAILS
Performance and Development Manager
CompanyScott & Associates, PC
LocationPlano
Work ModeOn Site
PostedMarch 14, 2026
About The Company
Scott & Associates, P.C. is a multi-state legal recoveries law firm serving the needs of national, state and local financial institutions throughout the United States.
About the Role
Scott & Associates, P.C. is a well-established, multi-state legal recoveries law firm seeking a motivated Performance and Development Manager to join our Plano, TX-based team.
Since our founding in 2000, we’ve grown into a leading force in debt recovery litigation, providing trusted and comprehensive legal solutions for major banks and creditors nationwide.
Our teams are driven, collaborative, and committed to delivering results — and we’re looking for a Performance and Development Manager who shares that mindset.
Essential Duties and Responsibilities
The essential functions include, but are not limited to the following:
- Train, motivate, encourage, support and provide effective feedback to resolution specialists and management
- Conduct and lead calibration sessions with quality training and operations leadership to promote alignment and consistency
- Ability to build a collection training program from the ground up
- Provide initial FDCPA training and testing
- Continually improve training modules and develop and implement highly effective training courses
- Strong understanding of regulatory compliance in call center operations
- Help write and maintain policies / procedural items for resolution specialists & call center
- Assist with procedural and systematic questions from employees
- Assist throughout the hiring process, interacting with Human Resources, Compliance and Call Center Managers
- Analyze and track customer experience trends to provide timely, actionable feedback – both positive and corrective – to call center management and leadership
- Implement and maintain monthly contests and incentives
- Administer disciplinary measures as needed, under the guidance of Call Center Management
- All other duties as assigned by the Customer Experience Manager
Minimum Qualifications (Knowledge, Skills, and Abilities)
- 10+ years management experience in the collections field with prior training and onboarding experience.
- Technically proficient and adaptable, with solid skills in Microsoft Office applications and call center technology platforms
- Demonstrated proficiency in the development and structuring of successful team
- Extensive knowledge of the 3rd party collections industry
- Strong understanding of regulatory compliance in call center operations
- Strong interpersonal skills
- Strong written and verbal communication skills
- Excellent problem-solving skills
- Highly organized and attentive to detail
- Ability to work efficiently in a fast-paced, high-volume environment, manage competing priorities, and respond to updates quickly.
Key Skills
TrainingMotivationFeedbackCalibrationProgram DevelopmentFDCPA CompliancePolicy MaintenanceProcedural AssistanceHiring AssistanceCustomer Experience AnalysisIncentive ImplementationDisciplinary AdministrationMicrosoft OfficeCall Center TechnologyInterpersonal SkillsCommunication
Categories
Management & LeadershipLegalCustomer Service & SupportHuman Resources
Job Information
📋Core Responsibilities
The manager will be responsible for training, motivating, and supporting resolution specialists and management, while also leading calibration sessions to ensure consistency. Essential duties include building a collection training program, providing FDCPA training, improving modules, and assisting with policy maintenance and hiring processes.
📋Job Type
full time
💰Salary Range
$55,000 - $70,000
📊Experience Level
10+
💼Company Size
118
📊Visa Sponsorship
No
💼Language
English
🏢Working Hours
40 hours
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