Key ResponsibilitiesSenior Manager of Call Center Collections oversees strategic and operational performance for an inbound‑and outbound collections contact center.Key responsibilities include:Leadership & Operational ManagementLead 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.Performance Management & KPI OwnershipOwn all call center collections KPIs, including 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/minimum monthly business reviews analyzing trends, gaps, and improvement opportunities.Quality, Compliance & Risk ManagementEnsure 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.Workforce Planning & OptimizationPartner 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.Strategy & Continuous ImprovementLead 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.People DevelopmentRecruit, 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.QualificationsRequired7+ 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.PreferredExperience 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.CompensationSalary : $86,000.00 - $160,000.00Pay Type : SalariedAdditional perks include health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans. Performance‑based incentives, discretionary bonuses, and other perks may also be available.EEO StatementBMO is committed to an inclusive, equitable and accessible workplace. Accommodations are available on request for candidates taking part in all aspects of the selection process.#J-18808-Ljbffr

📌 Senior Call Center Manager, Collections - $86,000 - $160,000 A Year (Winnipeg)
🏢 BMO
📍 Winnipeg