Senior Call Center Manager, Collections

BMO Financial Group

Toronto, Ontario, Canada
Base: $86,000.00 - $160,000.00; bonus/equity: may ...
7+ years collections experience
3+ years senior leadership role
Manage high-volume inbound/outbound operations
The Senior Manager leads the strategic and operational performance of an inbound and outbound collections contact center while overseeing multiple teams of leaders and agents

Job Summary

  • The Senior Manager leads the strategic and operational performance of an inbound and outbound collections contact center while overseeing multiple teams of leaders and agents.
  • This role ensures full compliance with all collections-related regulations and partners with Legal and Risk teams to proactively mitigate operational risks.
  • BMO offers a comprehensive total compensation package including health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans.

Matching Summary

The Senior Manager leads the strategic and operational performance of an inbound and outbound collections contact center while overseeing multiple teams of leaders and agents.

Salary

Base: $86,000.00 - $160,000.00; Bonus/Equity: May include commission structure and performance-based incentives; Benefits: Health insurance, tuition reimbursement, accident/life insurance, retirement savings plans

Skills & Requirements

Must-have

  • 7+ years collections experience
  • 3+ years senior leadership role
  • Manage high-volume inbound/outbound operations
  • Knowledge of collections regulations compliance
  • Data-driven decision making with dashboards
  • Expertise in dialers CRM WFM tools

Nice-to-have

  • Experience in financial services lending
  • Knowledge of automated dialers omnichannel
  • Speech analytics solutions expertise
  • Bachelor's degree in Business Finance
  • Strong change management skills

Key Requirements

  • 7+ years experience in collections or credit risk
  • 3+ years in senior people-management role
  • Proven success driving KPIs through data analysis
  • Bachelor's degree preferred in Business or Finance

Work Rights

Not specified

Tailored Resume

Cover Letter