💼 Full-Time Position

Senior Call Center Manager, Collections

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BMO
📍 toronto, on, Canada
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Location
toronto, Canada
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Posted
June 05, 2026
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Type
Full-Time
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Full-Time Opportunity: This is a permanent, full-time position with a competitive package and real career growth potential.

Job Description

Key Responsibilities

Senior Manager of Call Center Collections oversees strategic and operational performance for an inbound‑and outbound collections contact center.

Key responsibilities include:

  • Leadership & Operational Management

    • 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.

  • Performance Management & KPI Ownership

    • Own all call center collect...