Collections Manager

Position Overview:
Lead and manage a team of collections agents in a BPO setting to achieve performance targets, ensure operational excellence, and maintain high levels of customer satisfaction. Ideal candidate brings hands-on collections experience and strong leadership skills.

Key Responsibilities:

1. Team Leadership & Performance Management

• Coach, mentor, and motivate a team of 10 to 15 collections agents to exceed KPIs (e.g., recovery rate, calls per hour, promise-to-pay).
  
  

• Conduct daily/weekly huddles to review targets, monitor quality, and share best practices.
  
  

• Perform call monitoring, scorecards, and feedback sessions to continuously improve agent skills.
  
  

2. Training & Development

• Design and deliver training modules on collections strategies, compliance (e.g., FDCPA, local regulations), and effective negotiation.
  
  

• Support new hires through onboarding, mentoring, and quality assurance.
  
  

3. Reporting & Analytics

• Analyze team performance by reviewing metrics like aging buckets, DPO, success rate, and non-performing accounts.
  
  

• Generate daily, weekly, and monthly reports for senior management, including actionable insights.
  
  

4. Process Optimization & Compliance

• Identify bottlenecks in the collection workflow and recommend process enhancements.
  
  

• Ensure strict adherence to regulatory and internal policy guidelines (data privacy, debt collection practices).
  
  

5. Customer & Stakeholder Engagement

• Resolve escalated customer disputes efficiently and diplomatically.
  
  

• Serve as liaison between clients and operational teams for performance reviews, feedback, and process updates.
  
  

6. Operational Excellence

• Help plan and manage shift schedules, attendance, and resource allocation.
  
  

• Support continuous improvement initiatives such as Kaizen or Six Sigma projects within collections operations.

Qualifications:

Education & Experience

• Bachelors degree in Business, Finance, or related field preferred.
  
  

• Minimum 35 years of experience in BPO collections.
  
  

• At least 12 years in a leadership or supervisory role.
  
  

Skills

• Strong leadership and team-building capabilities.
  
  

• Excellent negotiation, communication, and interpersonal skills.
  
  

• Analytical proficiency with Excel and familiarity with collections or CRM tools.
  
  

• Solid understanding of debt collection regulations.
  
  

• Ability to perform under pressure and manage escalations calmly.