Call Center Manager

5 days ago

Bucharest, Bucureşti, Romania Agency for Control of Outstanding Debts, A.C.O.D. Romania Full time €25,000 - €60,000 per year

Role Description

This is a full-time, on-site position for a Collection Call Center Manager, located in Bucharest, Romania.

The Collection Call Center Manager will be responsible for leading and coordinating the daily operations of the collections contact center, ensuring performance targets are met and customer interactions are handled professionally and efficiently.

The role involves managing a team of collection agents, monitoring performance indicators, implementing strategies to increase recovery rates, and ensuring compliance with internal policies and legal regulations. The manager will collaborate closely with other departments to optimize processes and drive continuous improvement.

Key Responsibilities

  • Lead, motivate, and develop the collection call center team to achieve monthly and quarterly recovery targets;
  • Monitor operational KPIs and ensure adherence to quality and compliance standards;
  • Analyze team performance and implement corrective actions when necessary;
  • Prepare performance reports and present results to senior management;
  • Develop and update operational procedures to improve efficiency;
  • Ensure compliance with legal and ethical standards in all collection activities;
  • Manage resource allocation and scheduling to ensure optimal coverage and productivity;
  • Foster a positive and performance-oriented team culture.

Qu
alifications

  • Proven experience in debt collection or contact center management, preferably in financial services;
  • Strong leadership, coaching, and communication skills;
  • Excellent analytical and organizational abilities;
  • Experience with collection software, dialers;
  • Bachelor's degree in Business Administration, Finance, or a related field;
  • Results-driven mindset with a focus on compliance and customer experience;
  • Knowledge of relevant debt recovery legislation and practices is an advantage.

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