Tunapuna-Piarco
About the Role:
We are seeking a talented and experienced Collections Manager to join our team within the Business Process Outsourcing (BPO) industry. The ideal candidate will be a key operational leader responsible for evaluating workflow efficiency, driving process optimization, and ensuring client success. This role serves as the primary bridge between operations and senior leadership, guaranteeing consistent execution, effective system utilization, and performance accountability across all collections functions.
Key Responsibilities:
Operational Leadership and Production Oversight – communicating with clients and reviewing client reports and ensuring we are on pace for gross recoveries. Drive hourly, daily, and monthly performance goals.
People Management – managing supervisors and call center agents. Coaching and developing Supervisors and frontline staff. Lead disciplinary actions and performance management process. Addressing concerns from employees and monitoring for KPI accountability. Conduct interviews as needed.
Training and Quality – ensure that supervisors and agents are up to date on compliance and taking follow up actions as necessary.
Performance Metrics and Reporting – monitoring dialing and calling campaigns, monitoring inventory, maintaining reporting, escalating issues as needed (IT related) and inputting IT tickets, review inventory. Create and monitor KPI performance.
Process and System Efficiency – overseeing change initiatives and implementing them.
Required Qualifications:
Preferred Qualifications:
ACA Professional Collections Specialist Certification