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

📌 Collections Manager (Ciudad de México)
🏢 Segoso Mexico
📍 Ciudad de México