Collection Training & Performance Manager

CCSi; Ciudad de México; Presencial; MXN 1.027.000 - 1.541.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Monthly Performance Bonus

Monthly Adherence Bonus

Full legal benefits from day one

Descripción de la vacante

Call Center Services International (CCSI) seeks an experienced Collection Training & Performance Manager to lead, develop, and optimize our debt collection team in a high-volume call center environment. You will drive training on collection techniques, monitor KPIs, ensure compliance with FDCPA and CFPB guidelines, and partner with senior leadership to improve productivity and quality.

This role demands strong analytics, coaching, and communication skills with a focus on measurable performance

Formación

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

Responsabilidades

• 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.

Conocimientos

People leadership

Training & coaching

Data analysis

Compliance

Communication

Performance improvement

Descripción del empleo

Collection Training & Performance Manager

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 .
  
• 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