Senior Call Center Manager, Collections

BMO•Toronto, ON

6d•Onsite

About The Position

The Senior Manager, Call Center Collections is responsible for leading the strategic and operational performance of an inbound and outbound collections contact center. This role oversees multiple teams of leaders and agents, ensuring the achievement of key performance indicators (KPIs), regulatory compliance, operational efficiency, and an exceptional customer experience. The Senior Manager will drive performance through strong analytics, coaching, workforce optimization, quality assurance, and continuous process improvement.

Requirements

7+ years of experience in collections, call center operations, or credit risk management.
3+ years in a senior leadership or people‑management role.
Proven experience managing high‑volume inbound and outbound operations.
Strong knowledge of collections regulations and compliance requirements.
Demonstrated success driving KPIs through data‑driven decision making.
Expertise in using dashboards, scorecards, and call center technologies (dialers, CRM, WFM tools).
Excellent communication, leadership, and change‑management skills.

Nice To Haves

Experience in financial services, lending, or regulated credit environments.
Knowledge of automated dialers, omnichannel outreach, and speech analytics solutions.
Bachelor’s degree in Business, Finance, or related field.

Responsibilities

Lead and develop a high-performing team of managers, supervisors, and collection agents across inbound and outbound operational units.
Set performance expectations, coach leaders, and cultivate a culture of accountability, engagement, and service excellence.
Oversee daily operational activities including queue management, workflow allocation, agent utilization, and adherence to schedules.
Drive consistent execution of collection strategies to maximize recovery while maintaining compliance and customer respect.
Own all call center collections KPIs, including but not limited to: Recovery Rate / Roll Rate Improvements, Promise-to-Pay (PTP) Conversion, Right-Party Contact (RPC) Rate, Call Quality & Compliance Scores, Abandon Rate & Service Levels (SLAs), Average Handle Time (AHT), Agent Utilization & Occupancy, Queue and Workforce Efficiency Metrics.
Develop and maintain performance scorecards for frontline staff and leadership teams.
Conduct weekly/monthly business reviews analyzing trends, gaps, and improvement opportunities.
Ensure full compliance with all collections‑related regulations.
Partner with Legal, Risk, and Compliance teams to proactively identify and mitigate operational and regulatory risks.
Oversee quality assurance programs and drive coaching initiatives to improve accuracy, tone, and customer experience.
Partner with Workforce Management (WFM) to optimize staffing, forecasting, scheduling, and agent utilization.
Improve productivity through process enhancements, skill‑based routing, and technology adoption.
Monitor real-time and historical performance to implement corrective actions quickly.
Lead collections strategy execution to improve recovery, reduce delinquency, and enhance customer engagement.
Identify automation, system enhancements, process improvements, and training opportunities.
Collaborate cross‑functionally with Analytics, Technology, Finance, and Product teams to support operational priorities.
Recruit, train, and develop leadership within the call center, promoting succession planning and talent growth.
Provide regular feedback and performance reviews at all organizational levels.
Foster a positive and inclusive working environment.