Application Deadline:

04/29/2026

Address:
100 King Street West

Job Family Group:

Customer Shared Services

The Senior Manager, Call Center Collections is responsible for leading the strategic and operational performance of an inbound and outbound collections contact center. This role oversees multiple teams of leaders and agents, ensuring the achievement of key performance indicators (KPIs), regulatory compliance, operational efficiency, and an exceptional customer experience.

The Senior Manager will drive performance through strong analytics, coaching, workforce optimization, quality assurance, and continuous process improvement.

Key Responsibilities

Leadership & Operational Management

• Lead and develop a high-performing team of managers, supervisors, and collection agents across inbound and outbound operational units.
• Set performance expectations, coach leaders, and cultivate a culture of accountability, engagement, and service excellence.
• Oversee daily operational activities including queue management, workflow allocation, agent utilization, and adherence to schedules.
• Drive consistent execution of collection strategies to maximize recovery while maintaining compliance and customer respect.

Performance Management & KPI Ownership

• Own all call center collections KPIs, including but not limited to:
  • Recovery Rate / Roll Rate Improvements
  • Promise-to-Pay (PTP) Conversion
  • Right-Party Contact (RPC) Rate
  • Call Quality & Compliance Scores
  • Abandon Rate & Service Levels (SLAs)
  • Average Handle Time (AHT)
  • Agent Utilization & Occupancy
  • Queue and Workforce Efficiency Metrics
• Develop and maintain performance scorecards for frontline staff and leadership teams.
• Conduct weekly/monthly business reviews analyzing trends, gaps, and improvement opportunities.

Quality, Compliance & Risk Management

• Ensure full compliance with all collections-related regulations.
• Partner with Legal, Risk, and Compliance teams to proactively identify and mitigate operational and regulatory risks.
• Oversee quality assurance programs and drive coaching initiatives to improve accuracy, tone, and customer experience.

Workforce Planning & Optimization

• Partner with Workforce Management (WFM) to optimize staffing, forecasting, scheduling, and agent utilization.
• Improve productivity through process enhancements, skill-based routing, and technology adoption.
• Monitor real-time and historical performance to implement corrective actions quickly.

Strategy & Continuous Improvement

• Lead collections strategy execution to improve recovery, reduce delinquency, and enhance customer engagement.
• Identify automation, system enhancements, process improvements, and training opportunities.
• Collaborate cross-functionally with Analytics, Technology, Finance, and Product teams to support operational priorities.

People Development

• Recruit, train, and develop leadership within the call center, promoting succession planning and talent growth.
• Provide regular feedback and performance reviews at all organizational levels.
• Foster a positive and inclusive working environment.

Qualifications

Required

• 7+ years of experience in collections, call center operations, or credit risk management.
• 3+ years in a senior leadership or people-management role.
• Proven experience managing high-volume inbound and outbound operations.
• Strong knowledge of collections regulations and compliance requirements.
• Demonstrated success driving KPIs through data-driven decision making.
• Expertise in using dashboards, scorecards, and call center technologies (dialers, CRM, WFM tools).
• Excellent communication, leadership, and change-management skills.

Preferred

• Experience in financial services, lending, or regulated credit environments.
• Knowledge of automated dialers, omnichannel outreach, and speech analytics solutions.
• Bachelor's degree in Business, Finance, or related field.

Salary :

$86,000.00 - $160,000.00

Pay Type:

Salaried

The above represents BMO Financial Group's pay range and type.

Salaries will vary based on factors such as location, skills, experience, education, and qualifications for the role, and may include a commission structure. Salaries for part-time roles will be pro-rated based on number of hours regularly worked. For commission roles, the salary listed above represents BMO Financial Group's expected target for the first year in this position.

BMO Financial Group's total compensation package will vary based on the pay type of the position and may include performance-based incentives, discretionary bonuses, as well as other perks and rewards. BMO also offers health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans. To view more details of our benefits, please visit: https://jobs.bmo.com/global/en/Total-Rewards

About Us

At BMO we are driven by a shared Purpose: Boldly Grow the Good in business and life. It calls on us to create lasting, positive change for our customers, our communities and our people. By working together, innovating and pushing boundaries, we transform lives and businesses, and power economic growth around the world.

As a member of the BMO team you are valued, respected and heard, and you have more ways to grow and make an impact. We strive to help you make an impact from day one - for yourself and our customers. We'll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs. From in-depth training and coaching, to manager support and network-building opportunities, we'll help you gain valuable experience, and broaden your skillset.

To find out more visit us at https://jobs.bmo.com/ca/en .

BMO is committed to an inclusive, equitable and accessible workplace. By learning from each other's differences, we gain strength through our people and our perspectives. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter.

Note to Recruiters: BMO does not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to BMO, directly or indirectly, will be considered BMO property. BMO will not pay a fee for any placement resulting from the receipt of an unsolicited resume. A recruiting agency must first have a valid, written and fully executed agency agreement contract for service to submit resumes.