Senior Call Center Manager, Collections

Key Responsibilities

Senior Manager of Call Center Collections oversees strategic and operational performance for an inbound‑and outbound collections contact center.

Key responsibilities include:

• Leadership & Operational Management

  • Lead and develop a high‑performing team of managers, supervisors, and collection agents across inbound and outbound operational units.
  • Set performance expectations, coach leaders, and cultivate a culture of accountability, engagement, and service excellence.
  • Oversee daily operational activities including queue management, workflow allocation, agent utilization, and adherence to schedules.
  • Drive consistent execution of collection strategies to maximize recovery while maintaining compliance and customer respect.

• Performance Management & KPI Ownership

  • Own all call center collections KPIs, including recovery rate, roll‑rate improvemen...