Collections Manager

3 days ago

Toronto, Canada Collectcents Inc. Full time

We are seeking an experienced **Collections Manager** to lead a team of collectors and supervisors, driving high-quality recovery operations and agent performance. In this first-party collections role, you will focus on coaching, performance management, and client service excellence. This position combines strategic leadership with hands-on operational oversight.

**Compensation Structure**

Base salary plus monthly commission.

**Hours of Work**

Up to 44 hours per week. Additional hours may be required during peak periods (e.g., month-end and Saturdays).

**Work Location**

Hybrid work arrangement. On-site presence at our Toronto office (255 Consumers Road) up to two days per week.

**Key Responsibilities**
- Motivate, train, and coach the collections team to maximize productivity and account recovery
- Ensure full compliance with client directives across all team members
- Manage a team of at least 10 employees, including a department supervisor
- Partner with HR to manage employee relations and discipline when necessary
- Conduct hourly call audits and shadow agent calls to ensure quality standards
- Provide side-by-side training for both new hires and tenured staff
- Attend client meetings and weekly conference calls to share updates and recovery strategies
- Monitor staff workloads and ensure file assignments are fair and manageable
- Simplify complex data and present actionable insights to team members in a clear, informal format
- Monitor dialers daily to ensure concentration and penetration rates are consistently met
- Review daily KPIs to confirm agents are meeting performance expectations each day

**Qualifications**
- Minimum 3 years of experience in collections
- Post-secondary education is an asset
- Proficient in Microsoft Word and Excel, with the ability to generate clear, accurate reports for senior leadership

**Perks and Benefits**
- Competitive base salary with commission opportunities
- Comprehensive health and dental benefits
- RRSP matching program
- Exclusive discounts on home and auto insurance
- Access to Perkopolis discount program
- Tuition reimbursement
- Paid volunteer and community involvement days

**Join a winning team today**

We are an equal opportunity employer.

Accommodations are available upon request at any point in the selection process.

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