Senior Call Center Manager, Collections

Application Deadline:

04/29/2026

Address:

100 King Street West

Job Family Group:

Customer Shared Services

The Senior Manager, Call Center Collections is responsible for leading the strategic and operational performance of an inbound and outbound collections contact center. This role oversees multiple teams of leaders and agents, ensuring the achievement of key performance indicators (KPIs), regulatory compliance, operational efficiency, and an exceptional customer experience.

The Senior Manager will drive performance through strong analytics, coaching, workforce optimization, quality assurance, and continuous process improvement.

Key Responsibilities

Leadership & Operational Management

Lead and develop a high-performing team of managers, supervisors, and collection agents across inbound and outbound operational units.

Set performance expectations, coach leaders, and cultivate a culture of accountability, engagement, and s...