The Collections Manager, Third Party Collections is responsible for overseeing and directing the daily operations of the third-party collections unit within Segoso Caribbean. This role leads a team of collectors engaged in recovering delinquent accounts on behalf of external client portfolios, ensuring compliance with applicable regulations, achievement of client-defined recovery targets, and delivery of outstanding collector performance. The Collections Manager partners cross-functionally with HR, Training, and Operations leadership to drive a high-performance, compliant, and client-focused collections environment.

Key Responsibilities

Team Leadership & Performance Management

• Supervise, coach, and develop a team of third-party collections agents to meet and exceed individual and team KPIs.
• Conduct regular one-on-ones, performance reviews, and floor observations to identify coaching opportunities.
• Manage scheduling, attendance, and workforce planning to maintain optimal staffing levels.
• Recognize top performers and implement corrective action plans where performance gaps exist.

Collections Operations

• Oversee day-to-day collections activity across assigned third-party client portfolios.
• Monitor dialer performance, queue management, and contact strategy to maximize right-party contacts and collections.
• Analyze daily, weekly, and monthly performance data to identify trends and implement operational improvements.
• Ensure agents adhere to approved call scripts, negotiation parameters, and settlement authority guidelines.

Client & Portfolio Management

• Serve as an operational point of contact for third-party client accounts; participate in client calls and reporting reviews.
• Ensure portfolio-level recovery rates, liquidation targets, and SLA commitments are consistently met.
• Coordinate with clients on account placement strategies, inventory management, and dispute resolution.
• Prepare and deliver performance reports and trend analyses to internal leadership and clients as required.

Compliance & Quality Assurance

• Ensure the collections team operates in full compliance with applicable laws and regulations (e.g., FDCPA, TCPA, client-specific guidelines).
• Partner with the QA team to monitor call quality, ensure regulatory adherence, and implement remediation where required.
• Maintain up-to-date knowledge of industry regulatory changes and communicate impact to the team promptly.
• Address and resolve consumer disputes and escalations in a timely and professional manner.

Cross-Functional Collaboration

• Collaborate with Training & Development to onboard new collectors and deliver ongoing skills development programs.
• Partner with HR on recruitment needs, disciplinary processes, and employee engagement initiatives.
• Work with IT and system administrators to ensure tools, dialer configurations, and platforms support operational needs.
• Contribute to strategic planning sessions and site-level management meetings.

Qualifications & Experience

Required

• Minimum 3–5 years of experience in third-party collections, with at least 2 years in a supervisory or management capacity.
• Demonstrated knowledge of collections regulations, including FDCPA, TCPA, and relevant client compliance frameworks.
• Proven track record of achieving or exceeding collections recovery and liquidation targets.
• Experience managing dialer-driven collections environments (Aspect, NICE, Five9, or similar).
• Strong analytical skills; proficiency in reading and acting on performance data and reports.
• Excellent interpersonal, communication, and conflict resolution skills.
• Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint).

Preferred

• Bachelor's degree in Business Administration, Finance, Management, or a related field.
• Experience with BPO or outsourced collections operations serving U.S.-based clients.
• Familiarity with workforce management tools and CRM/collections platforms (e.g., Collect!, CUBS, Latitude).
• Experience working in a multi-client, multi-portfolio collections environment.

Key Competencies

Leadership & People Development

Accountability & Results Orientation

Client Relationship Management

Analytical & Data-Driven Decision Making

Compliance & Regulatory Knowledge

Effective Communication

Problem Solving & Critical Thinking

Adaptability & Resilience

Key Performance Indicators (KPIs)

• Monthly and quarterly recovery/liquidation rate vs. target
• Team right-party contact (RPC) rate and promise-to-pay (PTP) conversion
• Collector productivity metrics (calls per hour, accounts worked, dollars collected)
• QA compliance scores and call quality ratings
• Employee retention, attendance, and engagement metrics
• Client satisfaction scores and SLA adherence