### *Job Title:* Operations Manager - Debt Collections Call Center *Location:* Barranquilla, Colombia *Department:* Operations *Reports To:* Country Director / Global VP of Operations *Language Requirement:* Bilingual (Spanish & English - fluent) *Shift:* U.S. business hours ## *About the Role:* ## *Key Responsibilities:* - Lead and manage day-to-day operations of the collections floor, ensuring KPIs, SLAs, and compliance targets are met. - Collaborate with U.S.based clients and stakeholders to align business goals and reporting expectations. - Supervise and coach team leaders, supervisors, and agents to maintain performance and morale. - Monitor dialer strategy, right-party contacts (RPCs), call quality, and agent productivity. - Ensure compliance with U.S. federal and state collections laws (FDCPA, TCPA) and internal audit requirements. - Drive continuous process improvement and implement best practices across teams. - Coordinate with QA, Training, and HR departments for hiring, onboarding, and upskilling. - Analyze data and prepare reports for executive management and U.S. clients. - Handle escalations, client communication, and operational troubleshooting. ## *Requirements:* - Minimum 3-5 years of experience in a leadership role within a *U.S. debt collections call center* (1st or 3rd party). - Proven understanding of U.S. debt recovery processes, compliance standards, and client expectations. - Strong people management, coaching, and performance leadership experience. - Bilingual: *Fluent in English and Spanish* (spoken and written). - Excellent communication and client relationship skills. - Ability to work U.S. time zones and communicate directly with U.S. business clients. - Experience with collections tools such as dialers (e.g., TCN, Five9), CRM systems, and payment portals. - Bachelor's degree in Business Administration, Finance, or a related field (preferred). ## *Preferred Skills:* - Familiarity with *ARM (Accounts Receivable Management)* best practices. - Previous experience in managing remote or hybrid teams. - Knowledge of Balto, Speech Analytics, or compliance monitoring tools. ## *Why Join Us?* - Competitive compensation and performance bonuses - Opportunity to work with U.S. clients and international leadership - Career growth in one of Colombia’s fastest-growing BPO regions - Inclusive, performance-driven work environment Expected Start Date: 01/09/2025