This job board retrieves part of its jobs from: Toronto Jobs | Emplois Montréal | IT Jobs Canada

Jobs in Toronto & GTA for everyone!

To post a job, login or create an account |  Post a Job

   Jobs in toronto & gta   

New job offers published everyday for the diverse people of Toronto & GTA!

Slide 1
Slide 2
Slide 3
previous arrow
next arrow

Bilingual Collections Manager


This is a Contract position in Toronto, ON posted September 8, 2023.

Adecco is currently seeking a dynamic Bilingual Collections Manager to join our client’s team in Toronto, ON. This is a full-time position responsible for supervising collections activities, leading a team of collection associates, and ensuring the adherence to collections key performance indicators (KPIs) and approved collection strategies for the delinquent portfolio.

Position Overview:
As a Collections Manager, you will play a pivotal role in coaching, training, and managing the performance of collection associates. You will be responsible for implementing and overseeing collection strategies, managing day-to-day operations, and fostering a culture of excellence in collections effectiveness.

Key Responsibilities:

Coaching, Training, and Performance:

  • Continuously monitor collection calls to develop essential skills such as collection techniques, negotiation, and emotional intelligence.

  • Conduct bi-weekly one-on-one meetings with employees to engage them and review their performance.

  • Ensure that all collections procedures align with applicable policies and propose changes as needed.

  • Ensure associates strictly adhere to approved policies and procedures.

  • Manage scheduling, including defining shifts, approving vacations, and addressing illness.

  • Measure and analyze team and individual performance.

Delinquent Portfolio Management:

  • Implement approved collection strategies, encompassing calls, emails, and SMS communications.

  • Manage and execute dialer campaigns, including list creation and assignment based on the collection strategy.

  • Coordinate the administration of the predictive dialer, overseeing open/close groups and list assignments.

  • Develop a weekly collection approach based on current performance standings.

Day-to-Day Operations:

  • Efficiently handle complaints and escalations.

  • Lead 15-minute weekly huddles to ensure adherence to procedures and gain insights into customer behavior in delinquency.

  • Execute monthly business reporting.

  • Address system issues promptly and escalate as necessary.

  • Implement applicable contingency plans as required.

  • Collaborate with other teams to resolve issues, contribute to corporate goals, and enhance customer satisfaction.


  • Prior experience in a contact center environment with a strong understanding of Collection KPIs.

  • Bilingual – must be able to speak English/French

  • 2-3 years of collections management experience across various products (secured/unsecured).

  • College degree (preferred but not mandatory).

  • High school diploma (mandatory).

  • Completion of training in collections and negotiation techniques.

  • Familiarity with auto lease agreements and conditional sales contracts.

  • In-depth subject matter expertise in collections operations.

  • Exceptional leadership skills that empower team members to excel.

  • Proficiency in effectively transferring knowledge and setting expectations for team members.

  • Ability to balance the need to collect payments while minimizing call duration.

  • Outstanding task prioritization skills to efficiently manage responsibilities.

  • Capability to foster collaboration across different teams and build bridges.

  • Strong emotional intelligence, facilitating effective conflict management and relationship-building.

  • Proficiency in managing conflict and establishing robust relationships with team members.

If you are seeking a long-term career opportunity in a challenging and dynamic environment, and you possess the skills and leadership qualities mentioned above, we strongly encourage you to submit your application. This role offers a competitive salary, outstanding benefits, and the chance to play a substantial role in the collections field.

To indicate your interest in this position, please apply online. A recruiter from Adecco will reach out to you shortly. Join our team and lead a committed group of professionals towards achieving excellence in collections.