Join BEST Italia, a fast‑growing company in the financial services sector. We provide debt collection services for banks, lending institutions, telecommunications operators, energy companies, and other mass‑service providers. We actively invest in credit portfolios.
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BEST Italia is a part of BEST Capital Group - one of the leading debt recovery organizations in Europe, operating in Italy, Poland, Romania, and Bulgaria.
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
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
Performance‑oriented, but fair
Hands‑on and present on the floor
Strong coaching skills
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. xlwpduy
Further details on the processing of personal data are available on the BEST Italia website.
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