Operations Manager – Collections Contact Centre

About the role

We are looking for an experienced Operations Manager to lead a collections delivery team in a 24/7 contact centre environment. The role involves overseeing a team of 50‑75 associates, ensuring collection targets are met, and managing service delivery across multiple shifts.

Key responsibilities

• Drive and lead the collections team to achieve KPI and SLA performance.
• Manage staff recruitment, mentoring, training, target setting and performance monitoring.
• Oversee dialer operations and collections/dispute management tools.
• Conduct internal and third‑party service review meetings and implement improvement plans.
• Own escalation process for major incidents, coordinate resolution and communicate with stakeholders.
• Monitor capacity planning, forecast demand and ensure resources align with project growth.

Required profile

• Minimum 10 + years of operations experience in a contact‑centre setting.
• At least 2 years in a Delivery/Operations Manager role within B2B collections.
• Experience managing 50‑75 associates and exposure to collections, airlines, cargo or travel domains.
• Willingness to work rotational night shifts in a 24 × 7 environment.

Required skills

• Proficiency with Microsoft Excel.
• Hands‑on experience with collections operations tools and dialer systems.