Location
toronto
Job Type
Full-time
Posted
June 06, 2026
Job Description
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 improvements, promise‑to‑pay (PTP) conversion, right‑party contact (...
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 improvements, promise‑to‑pay (PTP) conversion, right‑party contact (...
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