Collections Manager: Lead Recovery & Compliance

Genesis BPO LLC; Ciudad de México; On-site; 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

Skill Building

Job summary

Genesis Management is seeking an experienced Collections Manager to lead our collections operations as Director of Operations. You will coach a team in a fast-paced call center, drive performance, and ensure compliance with FDCPA/CFPB requirements.

The role oversees 3–6 specialists, with a focus on coaching, evaluations, and process improvements to meet recovery targets. This position offers market-competitive compensation with strong bonus opportunities.

Qualifications

• Bilingual English/Spanish communication skills.
• 3+ years of direct supervisory experience managing a collections team in a call center environment.
• Leadership experience overseeing a collections team of 5+ agents.
• Proven experience conducting performance evaluations, disciplinary actions, and coaching sessions.
• Demonstrated experience hiring, training, and developing collection agents.
• A track record of meeting recovery targets as a collections team leader.
• Working knowledge of FDCPA and CFPB compliance requirements.

Responsibilities

• Manage a team of 3–6 collections specialists, overseeing daily operations and performance.
• Conduct regular one-on-one coaching sessions to strengthen each team member's results.
• Lead formal performance evaluations and document employee development plans.
• Manage schedules, attendance, and adherence to company policies.
• Monitor and report on team KPIs, including collection rates, recovery amounts, and compliance metrics.
• Analyze daily metrics and performance reports to identify improvement opportunities.
• Drive cost-effectiveness and efficiency through process optimization.
• Participate in management meetings and deliver team performance updates.

Skills

Bilingual English/Spanish

3+ years supervisory experience

Collections leadership

Team coaching

Performance evaluations

Compliance knowledge

Tools

Five9

Infinity

ADP

Job description

Genesis Management is seeking an experienced Collections Manager to lead our collections operations as Director of Operations. You will coach a team in a fast-paced call center, drive performance, and ensure compliance with FDCPA/CFPB requirements.

The role oversees 3–6 specialists, with a focus on coaching, evaluations, and process improvements to meet recovery targets. This position offers market-competitive compensation with strong bonus opportunities.