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.

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📌 Collections Manager (Nuevo León)
🏢 Segoso Mexico
📍 Nuevo León