Collections Team Manager

We’re looking for a confident and experienced Call Centre Team Manager with a passion for people, performance, and results.

You’ll lead a team of Collections Specialists, supporting them to deliver outstanding service and fair outcomes for customers while maintaining high standards of compliance and professionalism.

In this fast-paced environment, you’ll play a key role in driving performance, managing escalations, and creating a positive, motivated, and high-performing team culture. With a focus on coaching, development, and continuous improvement, you’ll ensure that every team member has the tools and confidence to succeed.

At Ascensos, we believe that great leadership inspires great performance - and when our people feel supported and empowered, our clients and their customers benefit too.

❗ 𝗣𝗹𝗲𝗮𝘀𝗲 𝗻𝗼𝘁𝗲: 𝗧𝗵𝗶𝘀 𝗿𝗼𝗹𝗲 𝗿𝗲𝗾𝘂𝗶𝗿𝗲𝘀 𝗯𝗶𝗹𝗶𝗻𝗴𝘂𝗮𝗹 𝗽𝗿𝗼𝗳𝗶𝗰𝗶𝗲𝗻𝗰𝘆 𝗶𝗻 𝗯𝗼𝘁𝗵 𝗘𝗻𝗴𝗹𝗶𝘀𝗵 𝗮𝗻𝗱 𝗦𝗽𝗮𝗻𝗶𝘀𝗵.

As a Collections Team Manager at Ascensos, you’ll play a vital role in leading, motivating, and developing a team of Collections Specialists to deliver exceptional customer experiences.

You’ll balance performance and people management, ensuring that service targets are met while maintaining a supportive and positive team culture.

This is a hands-on leadership role where every day brings variety - from coaching and driving performance to managing escalations and improving processes. You’ll have the autonomy to make an impact, backed by a collaborative environment that values innovation, empathy, and results.

Our typical shift pattern involves: Monday to Sunday between 7 AM - 111 PM, on a rotational basis.

Salary: TT $competitive

Please note. This position is based at our site in the Port of Spain, Trinidad & Tobago.

Your role can include, but isn’t limited to:

• Lead and coach a team of inbound CSAs to meet service and performance goals.
• Monitor KPIs (NPS, AHT, CSAT, QA, Service Level) and implement improvement plans.
• Handle escalated customer issues with professionalism and empathy.
• Conduct regular coaching sessions, team huddles, and performance reviews.
• Oversee scheduling, attendance, and shift adherence.
• Deliver training for new hires and ongoing development for existing staff.
• Collaborate with workforce management and other departments to optimize operations.
• Maintain accurate records and generate performance reports for leadership.

We’re looking for a confident, experienced leader who can guide a team to success while maintaining a calm, customer-focused approach.

If you’re passionate about performance, love coaching others, and thrive in a fast-paced environment, this role could be a great fit if you possess the following skills:

• 3–5 years in a call centre environment, with at least 2 years in a leadership role.
• Must be bilingual, with proficiency in both English and Spanish.
• Strong leadership, coaching, and communication abilities.
• Proficient in CRM systems, call centre tools, and performance reporting.
• Skilled in analysing KPIs and driving improvements.
• Able to manage escalations and foster a customer-first culture.
• Strong organisational and time management skills.
• Experience with training, onboarding, and team development.
• Flexible to support shift work, weekends, and evolving business needs.

• Full training & support.
• Well-being with Ky (onsite counselling).
• Free gym membership to Sky Gym*.
• Sick Pay*.
• Health insurance*.
• 24/7 Employee Assistance Programme & Wellness Hub.
• Birthday holiday (after 3 consecutive months of employment). 
• Nationwide retail discounts via Medicare*.
• 'Refer a Friend' scheme.
• Opportunities to progress your career with us (more than 90% of advancement and promotions come from our internally developed talent pool).
• Access to our Learning & Development Talent SPA.
• ‘Employee of the Month’ Awards.
• Regular fun team-building sessions.
• A diverse & inclusive working environment.

*available post 6-month probationary period.

As an Equal Opportunity and Disability Confident Committed Employer, we pride ourselves on ensuring our recruitment process is inclusive and accessible. We hire local talent and offer a range of employment opportunities designed to fit a variety of lifestyles.

When you join #theAteam, we will welcome you into an inclusive, diverse, and fun environment where; delivering excellent customer service, career development, recognition and fun Fridays are the norm.

As an employer, we are committed to the well-being of our colleagues. Our continued efforts to support mental health awareness in the workplace is underpinned by our colleague-focused well-being initiatives, including an internal team of trained Mental Health First Aiders (MHFAs), 24/7 access to external Employee Assistance Programmes (EAPs), our colleague well-being Hub and comprehensive health insurance.

We’re proud, active members of the Mental Health Charter because we understand how important it is that our colleagues maintain a healthy work-life balance as part of their mental health well-being. We know that people do their best work when they feel their best.

We’ll tell you all about it during your interview!