Collections Manager

The Collections Manager is responsible for overseeing and directing the daily operations of the collection's unit within Segoso Caribbean. This role leads a team of collectors engaged in recovering delinquent accounts on behalf of external client portfolios, ensuring compliance with applicable regulations, achievement of client-defined recovery targets, and delivery of outstanding collector performance. The Collections Manager partners cross-functionally with HR, Training, and Operations leadership to drive a high-performance, compliant, and client-focused collections environment.

Key Responsibilities

Team Leadership & Performance Management · Supervise, coach, and develop a team of 1st party collections agents to meet and exceed individual and team KPIs. · Conduct regular one-on-ones, performance reviews, and floor observations to identify coaching opportunities. · Manage scheduling, attendance, and workforce planning to maintain optimal staffing levels. · Recognize top performers and implement corrective action plans where performance gaps exist.

Collections Operations · Oversee day-to-day collections activity across assigned client portfolios. · Monitor dialer performance, queue management, and contact strategy to maximize right-party contacts and collections. · Analyze daily, weekly, and monthly performance data to identify trends and implement operational improvements. · Ensure agents adhere to approved call scripts, negotiation parameters, and settlement authority guidelines.

Client & Portfolio Management · Serve as an operational point of contact for 1st party client accounts; participate in client calls and reporting reviews. · Ensure portfolio-level recovery rates, liquidation targets, and SLA commitments are consistently met. · Coordinate with clients on account placement strategies, inventory management, and dispute resolution. · Prepare and deliver performance reports and trend analyses to internal leadership and clients as required.

Compliance & Quality Assurance · Ensure the collections team operates in full compliance with applicable laws and regulations (e.g., FDCPA, TCPA, client-specific guidelines). · Partner with the QA team to monitor call quality, ensure regulatory adherence, and implement remediation where required. · Maintain up-to-date knowledge of industry regulatory changes and communicate impact to the team promptly. · Address and resolve consumer disputes and escalations in a timely and professional manner.

Cross-Functional Collaboration · Collaborate with Training & Development to onboard new collectors and deliver ongoing skills development programs. · Partner with HR on recruitment needs, disciplinary processes, and employee engagement initiatives. · Work with IT and system administrators to ensure tools, dialer configurations, and platforms support operational needs. · Contribute to strategic planning sessions and site-level management meetings.