Contact Centre Manager (Collections)

Job Description

We are looking for an experienced Contact Centre Manager to lead the Collections operations in Clark. This isn't just about managing people-it's about managing a portfolio. You will be responsible for leading the team that handles customer payments and account recoveries, ensuring the company hits financial targets while maintaining great relationships with the customers.

How You'll Shine

• Run the Floor: Oversee daily operations for the collections team, including staffing levels, quality checks, and real-time performance.

• Fix the Process: Don't just watch the numbers-find ways to improve them. You'll look for leaks in the payment processes and find smarter ways to recover funds.

• Data-Driven Leadership: Analyze collection metrics and payment data to spot trends and identify areas where the team can do things differently.

• Lead & Mentor: Support and coach a team of supervisors and agents, building a high-energy environment where people feel supported.

• Connect the Dots: Work with key stakeholders to make sure collection strategies match the overall goals of the business.

• Stay Compliant: Ensure all collection activities follow regulations and company policies.

• Train for Success: Build and maintain training programs that help the team handle difficult payment conversations with confidence and empathy.

What You'll Bring

• Proven Experience: At least 5 years in a Contact Centre Management role, specifically dealing with Collections.

• Leadership Skills: A track record of managing supervisors and helping teams reach their full potential.

• The Fixer Mindset: Strong analytical skills. You should be someone who enjoys looking at a problem and finding a better way to solve it.

• Great Communication: The ability to talk to everyone from agents to global partners clearly and professionally.

• Tech Savvy: Familiar with contact centre tools, CRM software, and data reporting.

• Innovation: A history of changing old processes to get better results in a collections environment.

How You'll be Rewarded

• Competitive salary and performance-based incentive programs.

• Comprehensive benefits package, including health insurance and retirement plans.

• Real opportunities to move up and grow your career.

• A supportive, collaborative office culture in the heart of Clark.