Supervise, coach, and motivate a team of collectors to achieve performance, quality, and compliance goals
Recruit, onboard, train, and develop collectors using effective adult learning and coaching techniques
Foster engagement, accountability, and retention while minimizing turnover and absenteeism
Complete people-management responsibilities including timekeeping, scheduling, and performance documentation
Monitor individual and team KPIs, call quality, and production trends
Conduct call monitoring, account reviews, and quality audits with actionable feedback
Recognize top performance and address gaps through coaching and corrective action
Ensure daily alignment with company standards, client requirements, and operational goals
Lead and reinforce effective collection strategies across team and personal accounts
Personally manage escalated, complex, or sensitive accounts
Review inventory daily to ensure proper prioritization and right-party contact strategies
Partner with leadership to recommend workflow, inventory, and process improvements
Maintain strict adherence to all legal, regulatory, and company compliance requirements
Monitor for compliance risks, including PHI exposure, and take immediate corrective action
Support audits, quality assurance reviews, and compliance initiatives
Ensure adherence to call maps and required guarding processes

2–3+ years of experience in third-party collections or equivalent
Demonstrated supervisory or people-leadership capability (strongly preferred)
Proven success hiring, training, coaching, and managing performance
Strong working knowledge of debt collection laws and industry best practices
Results-driven mindset with excellent time management and organizational skills
Confident communicator able to lead difficult conversations and partner with HR
Experience with collections systems and related technology
Ability to pass required background and criminal checks at time of employment and ongoing as required

Performance-based compensation with strong earning potential
Opportunity to make a direct impact on results and team success
Supportive environment focused on development, compliance, and continuous improvement

Collections Manager

Key skills