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.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 OperationsKey responsibilities
Performance Management
Deliver cash collection targets assigned to the Call CenterMonitor and improve KPIs (conversion rate, promise-to-pay ratio, productivity per FTE)Ensure daily, weekly, and monthly performance trackingOptimize dialing strategies and case allocationCooperate with Operational Director on portfolio segmentationLead and develop Team Leaders and Collection AgentsSet clear performance expectations and accountability standardsConduct regular performance reviews and coaching sessionsBuild a performance-driven but respectful cultureManage underperformance decisively when required
Operational Excellence
Ensure proper workforce planning and schedulingImprove processes to increase efficiency and recovery ratesMaintain call quality standards and complianceCollaborate with Legal Enforcement and Field Collection teams
Compliance & Quality
Ensure adherence to legal and regulatory requirementsMonitor call quality and documentation standardsReduce complaint rates and operational risks
Candidate profile
5+ years of experience in debt collection, call center management, or high‐performance outbound environmentsAt least 2–3 years in a leadership role managing large agent teamsStrong understanding of performance metrics and call center economicsAnalytical mindset with ability to interpret data and adjust strategyExperience in target‐driven environmentsPerformance‐oriented, but fairHands‐on and present on the floorStrong coaching skillsEmotionally resilient and decisiveAble to balance empathy with accountability
Key KPIs
Cash collected vs targetProductivity per FTEConversion rate / RPCStaff turnoverComplaint rateQuality audit score
What we offer
Daily meal allowance (€7)Work in a dynamic, innovation‐driven international environmentProfessional growth, including collaboration with senior experts across our European subsidiaries.
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