Job Title: Operations Manager - Debt Collections Call Center

Location: Barranquilla, Colombia

Department: Operations

Reports To: Country Director / General VP of Operations

Language Requirement: Bilingual (Spanish & English - fluent)

Shift: U.S. business hours

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.
• Coor...