Call Center Collections Manager
Credit Systems International, Inc., Amarillo, TX, United States
Call Center Collections Manager
Location: Amarillo, TX (Onsite – No Remote)
About the Role
We’re looking for a proven collections leader to take ownership of a high‑performing call center operation. This role offers direct influence over strategy, performance, and team development, with visibility to executive leadership.
This position manages call center supervisors and their teams, driving results across a high‑volume collections environment. You’ll be responsible for performance, compliance, and continuous improvement across the operation.
Why This Role Stands Out
Monday–Friday schedule — no weekends, no evenings
Direct visibility and interaction with executive leadership
Opportunity to shape strategy, performance, and team development
Growth‑focused environment with a strong leadership pipeline
Comprehensive benefits package
What You’ll Do
Lead and develop supervisors and collections staff to achieve performance and recovery goals
Drive call center performance through KPIs, analytics, and process improvements
Oversee daily operations, ensuring efficiency, productivity, and strong customer outcomes
Partner cross‑functionally with Compliance, IT, HR, and Executive Leadership
Ensure strict adherence to FDCPA, bankruptcy laws, and all regulatory requirements
Handle escalated calls and resolve complex customer issues
Implement strategies to increase recoveries and reduce operational costs
Monitor team performance, conduct reviews, and lead accountability initiatives
Train and develop supervisors and staff to improve performance and leadership capability
Collaborate with internal programming/IT teams to improve systems and workflows
Additional Details
Onsite role in Amarillo, TX (this position requires in‑person leadership presence)
Occasional travel ( Consistent, reliable attendance is essential for leading an onsite team
What You Bring
5+ years of experience in a call center collections leadership role
Experience managing supervisors and multi‑level teams
Proven ability to drive performance, accountability, and team engagement
Strong knowledge of collections compliance and regulations
Analytical mindset with experience using metrics and KPIs to drive results
Excellent communication and leadership skills
Ability to operate effectively in a fast‑paced, high‑volume environment
Bachelor’s degree (or equivalent experience)
What We Offer
Health, Dental, Vision, and Life Insurance
401(k) with company participation
Paid holidays and vacation
Monthly flextime accrual
Wellness program
FSA / DCA options
Employee discounts and referral bonuses
About Us
Certified Collectors, Inc. (CCI) is a growing, professional organization focused on performance, compliance, and team development. We are committed to building a strong, supportive culture where leaders can make a measurable impact.
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Location: Amarillo, TX (Onsite – No Remote)
About the Role
We’re looking for a proven collections leader to take ownership of a high‑performing call center operation. This role offers direct influence over strategy, performance, and team development, with visibility to executive leadership.
This position manages call center supervisors and their teams, driving results across a high‑volume collections environment. You’ll be responsible for performance, compliance, and continuous improvement across the operation.
Why This Role Stands Out
Monday–Friday schedule — no weekends, no evenings
Direct visibility and interaction with executive leadership
Opportunity to shape strategy, performance, and team development
Growth‑focused environment with a strong leadership pipeline
Comprehensive benefits package
What You’ll Do
Lead and develop supervisors and collections staff to achieve performance and recovery goals
Drive call center performance through KPIs, analytics, and process improvements
Oversee daily operations, ensuring efficiency, productivity, and strong customer outcomes
Partner cross‑functionally with Compliance, IT, HR, and Executive Leadership
Ensure strict adherence to FDCPA, bankruptcy laws, and all regulatory requirements
Handle escalated calls and resolve complex customer issues
Implement strategies to increase recoveries and reduce operational costs
Monitor team performance, conduct reviews, and lead accountability initiatives
Train and develop supervisors and staff to improve performance and leadership capability
Collaborate with internal programming/IT teams to improve systems and workflows
Additional Details
Onsite role in Amarillo, TX (this position requires in‑person leadership presence)
Occasional travel ( Consistent, reliable attendance is essential for leading an onsite team
What You Bring
5+ years of experience in a call center collections leadership role
Experience managing supervisors and multi‑level teams
Proven ability to drive performance, accountability, and team engagement
Strong knowledge of collections compliance and regulations
Analytical mindset with experience using metrics and KPIs to drive results
Excellent communication and leadership skills
Ability to operate effectively in a fast‑paced, high‑volume environment
Bachelor’s degree (or equivalent experience)
What We Offer
Health, Dental, Vision, and Life Insurance
401(k) with company participation
Paid holidays and vacation
Monthly flextime accrual
Wellness program
FSA / DCA options
Employee discounts and referral bonuses
About Us
Certified Collectors, Inc. (CCI) is a growing, professional organization focused on performance, compliance, and team development. We are committed to building a strong, supportive culture where leaders can make a measurable impact.
#J-18808-Ljbffr