Job Description

We are seeking an experienced

Collections Manager

to lead a team of collectors and supervisors, driving high-quality recovery operations and agent performance. In this first-party collections role, you will focus on coaching, performance management, and client service excellence. This position combines strategic leadership with hands-on operational oversight.

Compensation Structure

Base salary plus monthly commission.

Hours of Work

Up to 44 hours per week. Additional hours may be required during peak periods (e.g., month-end and Saturdays).

Work Location

Hybrid work arrangement. On-site presence at our Toronto office (255 Consumers Road) up to two days per week.

Key Responsibilities

Motivate, train, and coach the collections team to maximize productivity and account recovery Ensure full compliance with client directives across all team members Manage a team of at least 10 employees, including a department supervisor Partner with HR to manage employee relations and discipline when necessary Conduct hourly call audits and shadow agent calls to ensure quality standards Provide side-by-side training for both new hires and tenured staff Attend client meetings and weekly conference calls to share updates and recovery strategies Monitor staff workloads and ensure file assignments are fair and manageable Simplify complex data and present actionable insights to team members in a clear, informal format Monitor dialers daily to ensure concentration and penetration rates are consistently met Review daily KPIs to confirm agents are meeting performance expectations each day

Qualifications

Minimum 3 years of experience in collections Post-secondary education is an asset Proficient in Microsoft Word and Excel, with the ability to generate clear, accurate reports for senior leadership

Perks and Benefits

Competitive base salary with commission opportunities Comprehensive health and dental benefits RRSP matching program Exclusive discounts on home and auto insurance Access to Perkopolis discount program Tuition reimbursement Paid volunteer and community involvement days

Join a winning team today!

We are an equal opportunity employer.



Accommodations are available upon request at any point in the selection process.