Description
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.

Comp

📌 Collections Manager (Monterrey)
🏢 Segoso Caribbean
📍 Monterrey