Team Manager, Collections

Role Overview

Our contact center supports over 400 retail locations across Canada, delivering expert service to help Canadians reach personal and financial goals.

We’re looking for an experienced Team Manager, Collections to oversee and develop a team of Collectors while driving strong performance and operational excellence.

Responsibilities

• Lead, coach, and mentor a team of Collectors, fostering a high‑performance culture focused on accountability and continuous improvement.
• Oversee and validate accurate timekeeping for the team.
• Deliver ongoing training and development to support skill growth and career progression.
• Handle and de‑escalate complex customer complaints while maintaining a positive and professional company image.
• Conduct monthly one‑on‑one meetings to review performance, provide feedback, and set clear goals.
• Prepare and submit accurate daily productivity forecasts for the t...