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.
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.
Requirements Qualifications & Experience Required
Minimum 3–5 years of experience in collections,



with at least 2 years in a supervisory or management capacity.
Demonstrated knowledge of collections regulations, including FDCPA, TCPA, and relevant client compliance frameworks.
Proven track record of achieving or exceeding collections of recovery and liquidation targets.
Experience managing dialer-driven collections environments (Aspect, NICE, Five9, or similar).
Strong analytical skills; proficiency in reading and acting on performance data and reports.
Excellent interpersonal, communication, and conflict resolution skills.
Proficiency with Microsoft Office Suite (Word, Excel, Power Point).
Preferred
Bachelor’s degree in business administration, Finance, Management, or a related field.
Experience with BPO or outsourced collections operations serving U. S.-based clients.
Familiarity with workforce management tools and CRM/collections platforms (e.g., Latitude).
Experience working in a multi-client, multi-portfolio collections environment.
Key Competencies Leadership & People Development
Accountability & Results Orientation
Client Relationship Management
Analytical & Data-Driven Decision Making
Compliance & Regulatory Knowledge
Effective Communication
Problem Solving & Critical Thinking
Adaptability & Resilience
Key Performance Indicators (KPIs)
Monthly and quarterly recovery/liquidation rate vs. target
Team right-party contact (RPC) rate and promise-to-pay (PTP) conversion
Collector productivity metrics (calls per hour, accounts worked, dollars collected)
QA compliance scores and call quality ratings
Employee retention, attendance, and engagement metrics
Client satisfaction scores and SLA adherence

📌 Collections manager (Ejido de la Finca)
🏢 Segoso Caribbean
📍 Ejido de la Finca