Recovery Ops Manager: Collections Team Leader & Coach

Cawley & Bergmann, Llc; Jacksonville (FL); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Competitive salary

Bonus opportunities

Professional development

Stable full-time role

Job summary

Cawley & Bergmann, INC in Jacksonville, FL is seeking a Recovery Operations Manager to oversee daily collections operations, monitor performance metrics, and coach a team of collection professionals. This on-site, full-time role focuses on driving results while maintaining compliance and a positive work culture.

The ideal candidate will have 4+ years in consumer collections, 1–2 years in supervisory roles, and strong leadership, communication, and analytics skills.

Qualifications

• Minimum 4 years of consumer collections experience.
• Minimum 1–2 years of collections supervisory or management experience.
• Strong understanding of FDCPA compliance and collections operations.
• Experience leading production-driven teams in a call center environment.
• Strong leadership, communication, and coaching abilities.
• Ability to motivate employees and improve team performance.
• Comfortable analyzing reports, KPIs, and production metrics.

Responsibilities

• Monitor daily collection performance, call quality, and compliance standards, supervise, motivate, and coach a team of Collections Representatives.
• Conduct side-by-side coaching, call reviews, and performance evaluations.
• Develop and implement strategies to improve production and recovery results.
• Review account performance, aging reports, KPIs, and team metrics.
• Handle escalated consumer concerns professionally and effectively.
• Ensure compliance with FDCPA guidelines and company policies.
• Support onboarding, training, and ongoing employee development.
• Work closely with leadership to improve operational efficiency and team performance.
• Maintain a positive, high-energy, and performance-driven team culture.

Skills

Leadership

Coaching

FDCPA compliance

Call center

Analytics

Education

High School Diploma

Tools

Microsoft Office

Collections software

Job description

Cawley & Bergmann, INC in Jacksonville, FL is seeking a Recovery Operations Manager to oversee daily collections operations, monitor performance metrics, and coach a team of collection professionals. This on-site, full-time role focuses on driving results while maintaining compliance and a positive work culture.

The ideal candidate will have 4+ years in consumer collections, 1–2 years in supervisory roles, and strong leadership, communication, and analytics skills.