Call Center Collections Manager

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 (<10%), not a regular part of the role
• 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
• Familiarity with AI-driven tools or technologies that support operational efficiency, coaching, or performance optimization is a plus
• 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.