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, PowerPoint).

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 (Monterrey)
🏢 Segoso Mexico
📍 Monterrey