Call Center Leader (Debt Collection Operations)

Join BEST Italia, a fast‑growing company in the financial services sector. W provide debt collection services for banks, lending institutions, telecommunications operators, energy companies, and other mass‑service providers. We actively invest in credit portfolios.

BEST Italia is a part of BEST Capital Group - one of the leading debt recovery organizations in Europe, operatng in Italy, Poland, Romania, and Bulgaria.

Role mission:

The Call Center Leader is responsible for managing and optimizing the performance of the collection call center, ensuring the achievement of cash collection targets while maintaining high compliance and quality standards. The role focuses on performance management, team leadership, operational efficiency, and continuous improvement

Reporting to: Head of Operations

Key responsibilities:

• Performance Management

- Deliver cash collection targets assigned to the Call Center

- Monitor and improve KPIs (conversion rate, promise-to-pay ratio, productivity per FTE)

- Ensure daily, weekly, and monthly performance tracking

- Optimize dialing strategies and case allocation

- Cooperate with Operational Director on portfolio segmentation

• Team Leadership

- Lead and develop Team Leaders and Collection Agents

- Set clear performance expectations and accountability standards

- Conduct regular performance reviews and coaching sessions

- Build a performance-driven but respectful culture

- Manage underperformance decisively when required

• Operational Excellence

- Ensure proper workforce planning and scheduling

- Improve processes to increase efficiency and recovery rates

- Maintain call quality standards and compliance

- Collaborate with Legal Enforcement and Field Collection teams

• Compliance & Quality

- Ensure adherence to legal and regulatory requirements

- Monitor call quality and documentation standards

- Reduce complaint rates and operational risks

Candidate profile:

- 5+ years of experience in debt collection, call center management, or high-performance outbound environments

- At least 2–3 years in a leadership role managing large agent teams

- Strong understanding of performance metrics and call center economics

- Analytical mindset with ability to interpret data and adjust strategy

- Experience in target-driven environments

- Communicative English

Leadership Style Expectations:

- Performance-oriented, but fair

- Hands-on and present on the floor

- Strong coaching skills

- Clear communicator

- Emotionally resilient and decisive

- Able to balance empathy with accountability

Key KPIs:

- Cash collected vs target

- Productivity per FTE

- Conversion rate / RPC

- Staff turnover

- Complaint rate

- Quality audit score

What we offer:

• Daily meal allowance (€7)
• Work in a dynamic, innovation‑driven international environment
• Professional growth, including collaboration with senior experts across our European subsidiaries.

Further details on the processing of personal data are available on the BEST Italia website.