Location: On-site - Charlotte, NC
Department: Operations
Reports to: Site Director / VP of Operations
Schedule: Full-time. Includes mandatory weekend coverage of one weekend day per week (Saturday
or Sunday - not both), with the balance of the schedule Monday-Friday.
About the RoleWe are seeking an experienced Senior Manager to lead our Collections operation in a fast-paced call center environment. This leader will own the performance of a multi-team collections program focused on soft (early-stage) collections, driving results through a group of Operations Managers and their supervisor teams. The ideal candidate brings a banking or financial services background and a proven record of leading leaders , not just agents.
Key Responsibilities- Lead day-to-day collections operations across multiple teams, with Operations Manager/Managers/Supervisors as direct reports
- Own program KPIs, including recovery/cure rates, promise-to-pay conversion, right-party contacts, quality, compliance, attendance, and attrition
- Drive a customer-first, soft-collections approach - empathy-based conversations that protect the client's brand while achieving financial outcomes
- Serve as a senior point of contact for the client: business reviews, performance readouts, action plans, and escalations
- Coach and develop Managers and Supervisors; build bench strength and succession plans
- Partner with Recruiting, Training, WFM, and Quality to improve new-hire readiness, staffing accuracy, and schedule clarity
- Ensure full compliance with all applicable regulations and client policies (e.g., FDCPA, UDAAP, TCPA, state collection laws)
- Analyze performance data to identify trends, root causes, and improvement opportunities; present findings and plans to senior leadership
- Foster an engaged, accountable site culture with strong recognition and communication practices
Required Qualifications- Minimum 5 years in a Senior Manager (or equivalent) role with Managers as direct reports
- Collections experience, with emphasis on soft/early-stage collections
- Banking or financial services industry background strongly preferred (credit card, consumer lending, retail banking)
- Call center / BPO operations leadership experience
- Demonstrated success managing to KPIs and client SLAs in a metrics-driven environment
- Strong working knowledge of collections compliance requirements (FDCPA and related)
- Excellent client-facing communication and presentation skills
- Ability to work a schedule that includes one mandatory weekend day (Saturday or Sunday) each week
Preferred Qualifications- Experience supporting a major financial services client in a BPO/outsourced environment
- Experience with workforce management, dialer strategy, and quality programs
- Bachelor's degree in Business, Finance, or a related field (or equivalent experience)
What Success Looks Like- Consistent attainment of client KPIs and financial targets
- Improved new-hire graduation, retention, and speed-to-proficiency
- A management team that is developed, trusted, and promotable
- A strong, transparent client relationship built on delivery
