Collections Leader: Coach Teams to Peak Performance

Mainspring Management, LLC; Ciudad de México; Hybrid; MXN 446,000 - 502,000; Full time

Benefits offered by this job

Unlimited team performance bonus

Grocery vouchers

Work-life balance

Paid training

Ongoing development

Referral program

Great culture

Modern office

Collaborative atmosphere

Technology-rich

Growth-oriented culture

Clear reporting structure

Leadership development

Cross‑functional exposure

Job summary

Genesis Management is seeking an experienced Collections Manager to lead our collections operations. This role drives performance, accountability, and operational excellence in a call center setting.

We require coaching and development of specialists, plus strong FDCPA/CFPB compliance knowledge. The Director of Operations role reports to leadership and centers on process optimization and team growth.

Qualifications

• Must lead a collections team in a call center environment.
• Experience coaching and developing collections specialists.
• Proven track record meeting recovery targets and coaching performance.

Responsibilities

• Lead a collections team of 3–6 specialists and oversee daily operations.
• Conduct regular one-on-one coaching to improve results.
• Lead performance evaluations and develop employee plans.
• Manage schedules, attendance, and policy adherence.
• Monitor KPIs like collection rates and compliance metrics.
• Handle escalated cases and ensure FDCPA/CFPB compliance.

Skills

Bilingual English/Spanish

Direct supervisory experience

Collections leadership

Coaching and performance reviews

Hiring and developing agents

Compliance knowledge (FDCPA/CFPB)

Tools

Five9

Infinity

ADP

Job description

Genesis Management is seeking an experienced Collections Manager to lead our collections operations. This role drives performance, accountability, and operational excellence in a call center setting.

We require coaching and development of specialists, plus strong FDCPA/CFPB compliance knowledge. The Director of Operations role reports to leadership and centers on process optimization and team growth.