Collection Training & Performance Manager

Call Center Services International (CCSI) is seeking an experienced Collection Training & Performance Manager to lead, develop, and improve our debt collection team. This role combines people leadership, training, performance management, compliance, and data analysis to drive strong operational and financial results.

Key Responsibilities

- Lead, coach, and develop collection specialists in a high-volume call center environment.

- Deliver training on effective collection techniques, communication, negotiation, and performance improvement.

- Monitor KPIs and analyze performance data to identify trends and improvement opportunities.

- Provide ongoing coaching and performance feedback to achieve individual and team goals.

- Ensure collection activities comply with applicable regulations, including FDCPA and CFPB guidelines.

- Identify operational gaps and implement strategies to improve productivity, quality, and collection results.





- Prepare and present performance reports and recommendations to senior leadership.

Requirements

- Experience leading or managing teams in a high-volume call center.

- Previous experience in debt collection, collections training, or collection operations.

- Strong knowledge of debt collection compliance and regulations, including FDCPA and CFPB guidelines.

- Strong analytical, communication, coaching, and training skills.

- Proven ability to drive performance, improve processes, and communicate results to leadership.

Benefits

- Weekly Salary: $5,000 – $6,000 MXN net

- Monthly Performance Bonus: $350 USD

- Monthly Adherence Bonus: $200 USD

- Schedule: Monday–Saturday, 7:00 AM–8:00 PM, with one weekday off and Sundays off

- Benefits: Full legal benefits from day one, including savings fund

- Location: On-site – Paseo de la Reforma 99, Mexico City

📌 Collection Training & Performance Manager (Tabacalera)
🏢 Call Center Services International
📍 Tabacalera