Collections Manager

Segoso Mexico; Xico; Presencial; MXN 480.000 - 640.000; Jornada completa

Descripción de la vacante

Segoso Mexico is seeking a Collections Manager to lead a team of collectors and oversee daily collections operations for client portfolios. You will ensure compliance with FDCPA/TCPA and client guidelines while driving recovery targets and performance reporting.

You will collaborate with HR, Training and Operations to maintain a high-performance, compliant, client-focused environment, optimizing dialing, scripting, and escalation processes.

Formación

• Minimum 3–5 years in collections with supervisory experience.
• Knowledge of FDCPA, TCPA and client compliance frameworks.
• Proven track record of meeting/ exceeding recovery and liquidation targets.
• Experience managing dialer-driven collections environments.
• Strong analytical and data-reading skills; proficient with reports.

Responsabilidades

• Oversee day-to-day collections activity across client portfolios.
• Lead and coach a team of collectors to meet KPIs and conduct performance reviews.
• Ensure compliance with laws, scripts, negotiation parameters and settlement guidelines.
• Collaborate with Training, HR and IT to support operations and staffing needs.
• Prepare and deliver performance reports and trend analyses to leadership and clients.

Conocimientos

Collections experience

Supervisory/management

Regulatory knowledge (FDCPA/TCPA)

Dialer system experience (Aspect/NICE/

Performance analytics

MS Office proficiency

Educación

Bachelor’s degree (preferred)

Herramientas

Aspect

NICE

Five9

Latitude CRM

Descripción del empleo

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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.
• 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.

Compliance & Quality Assurance

• Ensure the collections team operates in full compliance with applicable laws and regulations (e.g., FDCPA, TCPA, client-specific guidelines).
• Partner with the QA team to monitor call quality, ensure regulatory adherence, and implement remediation where required.
• Maintain up-to-date knowledge of industry regulatory changes and communicate impact to the team promptly.
• Address and resolve consumer disputes and escalations in a timely and professional manner.

Cross-Functional Collaboration

• Collaborate with Training & Development to onboard new collectors and deliver ongoing skills development programs.
• Partner with HR on recruitment needs, disciplinary processes, and employee engagement initiatives.
• Work with IT and system administrators to ensure tools, dialer configurations, and platforms support operational needs.
• Contribute to strategic planning sessions and site-level management meetings.

Requirements

Qualifications & Experience

Required

• Minimum 3–5 years of experience in collections, with at least 2 years in a supervisory or management capacity.
• Demonstrated knowledge of collections regulations, including FDCPA, TCPA, and relevant client compliance frameworks.
• Proven track record of achieving or exceeding collections of recovery and liquidation targets.
• Experience managing dialer-driven collections environments (Aspect, NICE, Five9, or similar).
• Strong analytical skills; proficiency in reading and acting on performance data and reports.
• Excellent interpersonal, communication, and conflict resolution skills.
• Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint).

Preferred

• Bachelor’s degree in business administration, Finance, Management, or a related field.
• Experience with BPO or outsourced collections operations serving U.S.-based clients.
• Familiarity with workforce management tools and CRM/collections platforms (e.g., Latitude).
• Experience working in a multi-client, multi-portfolio collections environment.

Leadership & People Development

• Accountability & Results Orientation
• Client Relationship Management
• Analytical & Data-Driven Decision Making

Compliance & Regulatory Knowledge

• Effective Communication
• Problem Solving & Critical Thinking
• Adaptability & Resilience

Key Performance Indicators (KPIs)

• Monthly and quarterly recovery/liquidation rate vs. target
• Team right-party contact (RPC) rate and promise-to-pay (PTP) conversion
• Collector productivity metrics (calls per hour, accounts worked, dollars collected)
• QA compliance scores and call quality ratings
• Employee retention, attendance, and engagement metrics
• Client satisfaction scores and SLA adherence

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