Senior Manager Operations - Call Center

Location: On-site - Charlotte, NC

Department: Operations

Reports to: Site Director / VP of Operations

Schedule: Full-time. Includes mandatory weekend coverage of one weekend day per week (Saturday or Sunday - not both), with the balance of the schedule Monday-Friday.

About the Role

We are seeking an experienced Senior Manager to lead our Collections operation in a fast-paced call center environment. This leader will own the performance of a multi-team collections program focused on soft (early-stage) collections, driving results through a group of Operations Managers and their supervisor teams. The ideal candidate brings a banking or financial services background and a proven record of leading leaders , not just agents.

Key Responsibilities

• Lead day-to-day collections operations across multiple teams, with Operations Manager/Managers/Supervisors as direct reports
• Own program KPIs, including recovery/cure rates, promise-to-pay conversion, right-party contacts, quality, compliance, attendance, and attrition
• Drive a customer-first, soft-collections approach - empathy-based conversations that protect the clients brand while achieving financial outcomes
• Serve as a senior point of contact for the client: business reviews, performance readouts, action plans, and escalations
• Coach and develop Managers and Supervisors; build bench strength and succession plans
• Partner with Recruiting, Training, WFM, and Quality to improve new-hire readiness, staffing accuracy, and schedule clarity
• Ensure full compliance with all applicable regulations and client policies (e.g., FDCPA, UDAAP, TCPA, state collection laws)
• Analyze performance data to identify trends, root causes, and improvement opportunities; present findings and plans to senior leadership
• Foster an engaged, accountable site culture with strong recognition and communication practices

Required Qualifications

• Minimum 5 years in a Senior Manager (or equivalent) role with Managers as direct reports
• Collections experience, with emphasis on soft/early-stage collections
• Banking or financial services industry background strongly preferred (credit card, consumer lending, retail banking)
• Call center / BPO operations leadership experience
• Demonstrated success managing to KPIs and client SLAs in a metrics-driven environment
• Strong working knowledge of collections compliance requirements (FDCPA and related)
• Excellent client-facing communication and presentation skills
• Ability to work a schedule that includes one mandatory weekend day (Saturday or Sunday) each week

Preferred Qualifications

• Experience supporting a major financial services client in a BPO/outsourced environment
• Experience with workforce management, dialer strategy, and quality programs
• Bachelors degree in Business, Finance, or a related field (or equivalent experience)

What Success Looks Like

• Consistent attainment of client KPIs and financial targets
• Improved new-hire graduation, retention, and speed-to-proficiency
• A management team that is developed, trusted, and promotable
• A strong, transparent client relationship built on delivery