Senior Call Center Manager, Collections
Location
toronto, on
Job Type
Full-time
Category
Other-General
Posted
May 25, 2026
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...